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Network Operations Engineer

We are seeking a Tier 3-4 Operations Engineer or a senior network engineer. This would include working with/integrating our remote monitoring and management tools. In this position, you will be responsible for acting as the point of escalation for all technical support for our customers. Under limited supervision, you will assist in the strategic planning, monitoring, and troubleshooting of the underlying network and transport equipment and associated ILA huts. You will respond to all escalation requests and document all actionable troubleshooting steps. This means supervising those tickets throughout the full lifecycle of the event from creation to completion and escalating to vendor support as needed. Essential Duties: • Own all escalations resulting from infrastructure events. • Provide accurate, timely, and professional documentation on all supported issues. • Provide a high level of professionalism and customer service. • Follow up on all incidents in a timely and professional manner. • Quickly identify and escalate high-priority issues. • Accurately triage/assign/escalate tickets per standard operating procedures. • Efficiently and accurately, aid in the resolution and monitor all assigned incidents. • Identify and document incident resolution and support knowledge. • Complete all assigned duties in a timely and accurate manner. • Outstanding written and verbal communication skills • Ability to work well under pressure and adapt in a fast-paced environment • Ability to work independently in a collaborative, team setting • Ability to lead and develop a team • Work strategically with managers to create process and team roadmaps • Work Tactically with NOC operators to develop detailed plans and enhance learning • Eagerness to learn new technologies and build professional skills • Excellent people skills; the ability to show empathy and be a good listener • Excellent organizational skills Knowledge and Expertise: • Technically competent • Strong critical-thinking skills that facilitate expedient problem solving • Excellent communication, customer service, time management, conflict resolution, and problem determination/resolution skills are a must • Prior experience with leading teams both locally and remote • Prior experience with operations automation • Strong process development skills • Functional knowledge of Windows XP, MS Outlook/Office, VPN/remote access, printers, networking technology (routing, switching, network management)

Must Have: • Strong Organizational and Process oriented • Solid Knowledge of Telecom and associated tooling • Self Starter - task oriented and minimal guidance to complete well defined tasks • Exceptional execution in a fast paced dynamic environment

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