Engineer 1 Enterprise Technical Support

Profile

**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..

Job Summary

Responsible for assessing customer trouble tickets, troubleshooting operations issues and providing technical solutions to operational problems. Acts in compliance with industry and company technical requirements, standards, policies and procedures. Works under general supervision and may require training and detailed instructions for assigned tasks.

Job Description

3rd Shift Position: 10 pm - 9am (working hours)

Troubleshooting Competencies and Additional Responsibilities


Diagnose and isolate service issues on all types of circuits (DNS, EDI, EPL, EVPL, EoHFC, Off-net)

Able to telnet/SSH into equipment

Ciena/ACX

Cisco

DPC3008/Ciena NID Juniper AG/SAGs

Cisco/Juniper SUR/EG/MEG

Proficient in the types of equipment we offer i.e. Ciena, Juniper, Cisco etc.

Able to determine and articulate **MEMBERS ONLY**SIGN UP NOW***.’s line of demarcation

Facing the customers LAN

Leaving the **MEMBERS ONLY**SIGN UP NOW***. network to reach a domain/IP

Proficient in Basic and Advanced Troubleshooting in all Systems / Applications Supporting BVE (Broadsoft as an example). Proficient in BVE Equipment Support


Core Responsibilities


Performs basic research on root cause of technical problems for customers.

Applies knowledge of platforms, including PC/Windows operations, networking and communications to technical problems.

Demonstrates knowledge of process and procedures around systems and possesses critical thinking skills to work independently to solve technical issues.

Handles technical problems to provide the most effective resolution, including escalation if necessary.

Collaborates with and fosters relationships with internal and external customers.

Documents and communicates technical situations within the troubleshooting tools both internally and externally.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

0-2 Years

Salary:

Base Pay: $24.75

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

Sign Up Now - WashingtondcCrossing.com