Job details
Job type full-time
Full job description
Overview:
General purpose:
The network tier iii technician is a position that is centered between the rroc and the engineering teamsIts mission is to work on layer 2 and above issues for the customer base that cannot be resolved using basic troubleshooting stepsThis also includes triaging issues that might require engineering involvement, interfacing with providers of our network elements, and analyzing the tickets that are processed to look for network issues by trending root causes to provide design and resolution recommendations as necessary.
Supervision received:
Reports to the network tier iii manager or supervisor and takes direction from lead of team
Supervision exercised:
None
Essential duties and responsibilities:
Second-level maintenance of connectivity with tier one providers and the ability to troubleshoot ip transit private peering connection issues within the configuration of the core routing element.
Identify potential network bottlenecks and other trouble areas and help with the designing/architecture to resolve.
Design and implement solutions for network problem areas.
Manage escalations from the rroc and other various organizations.
Troubleshoot and resolve slow speed, packet loss, latency, degraded voip, routing issues, sd wan, and hosted ip phone.
Work closely with customers as well as vendors to find root causes to reported issues.
Interact with other workgroups to facilitate deployment of new services as needed.
Interact with other workgroups to facilitate fixes.
Troubleshoot voice over ip (voip) issues.
Peripheral duties:
Equipment: reasonable care and operation of standard office equipment.
Ability to learn and utilize all other necessary tpx troubleshooting tools.
Display a professional demeanor and show resiliency in challenging customer situations.
Flexibility to work varied schedules including weekends and holidays.
Desired minimum qualifications:
Education and experience:
College degree or equivalent work experience.
Two to three (2-3) years’ customer service experience desired.
Cisco certification ccna or above; 3 to 5 years’ experience at the data/ip level
Worked in a tier ii or above environment that troubleshot complex issues.
Necessary knowledge, skills, and abilities:
Ability to take theoretical concepts in networking and apply the concepts into production to further strengthen tpx`s core ip network.
Intermediate to advanced troubleshooting skills for access and core router configuration, including cisco and juniper routers.
Ability to communicate networking ideas and concepts.
Ability to troubleshoot and resolve multiple elements in a local area network (lan) & wide area network (wan) environment(s).
Design knowledge and application of lan and wan connections.
Knowledge in broadsoft.
Understanding of transmission control protocol/internet protocol (tcp/ip).
Working knowledge of networks and internetworks.
Understand and diagnose session initiation protocol (sip) protocols and messaging.
Ability to thrive in a team environment.
Skilled in analytical troubleshooting.
Ability to use outlook, excel, word, and power point from microsoft.
Excellent understanding application of of multiprotocol label switching (mpls), quality of service (qos), class of service (cos), and virtual private lan services (vpls).
Knowledge of ds3, oc3, oc12, oc48, gigabit, and 10 gig ethernet transport technology
Understanding of integrated service digital network (isdn) protocols.
Proficient in adtran ethernet over copper technologies.
Knowledge of routing protocols, border gateway protocol (bgp), and enhanced interior gateway protocol (eigrp).
Skilled at both lan/wan topologies.
Knowledge of sd wan protocols and infrastructure.
Special requirements:
Must be available to work overtime.
On call is required on a rotational basis with availability to respond to escalations after hours and/or on weekends may be required.
Travel may be required approx15% of the time.
Tools and equipment used:
Personal computer, including word-processing, database and spreadsheet programs; calculator, telephone, copy and fax machine.
Physical demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hearThe employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 poundsSpecific vision abilities required by this job include close vision and the ability to adjust focus.
The employee will spend 85-90% of their time looking at a monitor, using a keyboard, responding to telephone calls, both with a headset and at times without one.
Work environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Selection guidelines:
Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.
The duties listed above are intended only as illustrations of the various types of work that may be performedThe omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
