Support Engineer Tier 2

    • Job Tracking ID: 512320-735110
    • Job Location: Grand Rapids, MI
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: June 22, 2020
    • Years of Experience: Not Applicable
    • Starting Date: ASAP
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Job Description:

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.

Functions/Responsibilities:

  • 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.

Experience and Skills:

Competencies:

  • Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
  • Strong knowledge of routing protocols including BGP and OSPF.
  • Experience with VMWare, and Windows Server/Linux Operating Systems
  • Understanding of virtual environments and overall Cloud infrastructure.
  • Experience with MPLS/VRF required
  • 1 year experience working in a Technical IP Environment
  • Strong knowledge of Telecom/Transport Infrastructure including T1 & DS3 technologies and outside plant facilities.
  • High level of analytical ability
  • Attention to detail and accuracy and excellent organization skills.
  • Excellent oral and written communication skills.
  • Ability to work well with all areas of the US Signal organization as well as external customers and vendors
  • Familiarity with SONET and/or DWDM is a plus.

Education:

  • Technical training in IP, networking, routing and/or telecommunications.
  • BS in Computer Science, Information Systems, Network or Systems Administration desirable.

Experience:

  • Experience in Windows Server is required.
  • Familiarity with server architecture and design is essential.
  • Extensive experience with Data/IP Network Maintenance is preferred.
  • Technical experience in a data center, ISP or telecom environment is desired.
  • Previous experience with VMware or virtual environments preferred.
  • Prior experience with customer support ticketing systems beneficial.

Working Conditions and Physical Demands:

This position operates in a variety of environments. The majority of the time is spent in a professional office environment and this role routinely uses standard office equipment.

Required License(s)/Certification(s):

Active CCNA (or higher) preferred.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We offer a competitive compensation and benefits package including a 401k plan with a match. If you are looking to be part of a dynamic team, please apply now.

Equal Opportunity Employer