US Signal is a leading data center services provider, offering
secure, reliable network, cloud hosting, colocation, data
protection, and disaster recovery services — all powered by its
expansive, robust fiber network. US Signal also helps customers
optimize their IT resources through the provision of managed
services and professional services.
We are seeking a
TOC Support Engineer Tier 2 to join our team
in Grand Rapids, Michigan. This role is performed on-site.
The TOC Support Engineer (Tier 2) is part of the Technical
Operations Center team and is responsible for all level one and
level two customer trouble and support for the US Signal Network and
virtual environment as well as US Signal licensed servers that
reside in US Signal’s cloud-based Data Center. Technician will be
competent in all facets of T1, DS3, SONET & DWDM Optical
Transport facilities, MUXES, DACS, Ethernet Technologies, IP,
Networking & Routing, IP interfaces, Firewalls, configurations
(Cisco IOS and Adtran AOS) and services. This position requires
competency in all facets of Windows Server (2008/2008 R2/2012/2012
R2) problem isolation and resolution.
This position is required to participate in a 7 day alternating
on-call schedule as outlined by the Supervisor of Technical Operations.
Receive incoming customer calls for trouble/technical support
acting as subject matter expert for data/IP related issues and
create detailed trouble tickets.
Probe customers for most valuable information in relation to
trouble for accurate trouble tickets.
Assist TOC team in the resolution of all types of trouble tickets/issues.
Work independently and act as point of handoff for level II
IP/data and Cloud related issues.
Continually provide customers ticket status up to resolution.
Open internal trouble tickets on USS hardware/software issues
and assign to appropriate groups.
Troubleshoot various levels of Windows Server (2008/2008
R2/2012/2012 R2) related issues using available server access methods.
Special projects and assignments as deemed necessary by USS management.