Job Description:
Tier II Engineer
Description
The Tier II Engineer is responsible for ensuring that network, data, video, voice, and application environments operate at peak performance by detecting and addressing exceptions and anomalies. This role supports field technicians with service provisioning, monitors and troubleshoots the network environment, manages incident tickets, and escalates issues as necessary. The position requires working with a high degree of independence in a secure environment.
Responsibilities:
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Monitor the production network environment using monitoring tools to ensure availability.
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Support business and residential customers, along with field technicians, during service installations via phone.
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Troubleshoot issues remotely with customers and technicians.
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Coordinate on-site dispatch for vendor repair services.
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Respond to automated alerts in accordance with procedures; use diagnostic tools to assess severity and resolve issues proactively.
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Escalate problems appropriately and exercise sound judgment in issue management.
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Perform periodic system health checks.
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Identify problems across networking, systems, and applications and determine the best resolution approach.
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Collaborate with engineers to resolve production issues.
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Configure and maintain monitoring tools.
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Answer direct calls from customers.
Minimum Qualifications:
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Knowledge of TCP/IP, ISP operations, routers, and network protocols (Cisco), including OSPF, BGP, and MPLS.
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Experience in customer service.
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Familiarity with internet network hardware and software technologies.
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Experience diagnosing issues using monitoring applications (e.g., SolarWinds, Nagios).
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12 years of experience in a Help Desk or high-volume call center (preferred).
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Minimum of 2 years of experience in IT operations, including tools, methods, and techniques.
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Minimum of 2 years of progressively responsible experience in networks and/or server monitoring.
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Strong process documentation or process writing skills a plus.
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Experience in monitoring theory and implementation is a plus.
Preferred Qualifications:
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Experience with routing protocols, specifically OSPF and BGP.
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Experience with optical platforms, configuration, and troubleshooting.
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Experience within a cable provider environment.
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Experience working with third-party circuit providers.
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Industry certifications such as CCNA, CCNP, or CCDP.
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Vendor certifications on optical platforms (e.g., Motorola, ZTE, Alcatel).
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Scripting experience (Shell, Expect, PHP, Python).