Support Engineer II (Telecommunications)

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Job Purpose:

The Support Engineer II will focus on telecom escalations to ensure stable and high-performing production systems and telecom services. They provide advanced technical support, resolve critical issues, and work closely with Tech Support, Field Service, customers and Internet Service Providers to maintain connectivity and address network problems. Additionally, they guide team members, supporting various environments and serving as escalation points for complex challenges.

Essential Duties:

• Monitor and manage support tickets, ensuring timely resolution and appropriate escalation as needed.
• Investigate, diagnose, and resolve production incidents, identifying root causes and implementing corrective actions to maintain system stability.
• Work with our ISPs in managing their maintenance initiatives such as onsite equipment changes, IP changes, design/path changes, maintenance on their equipment/lines, etc. This includes coordinating departments/personnel in support of such requests as well as managing communication flow to our customers.
• Works with our ISPs (Internet Service Providers) to escalate, restore, and stabilize WAN transport services for our customers and pursue root cause analysis (RCA) from our ISP vendors as needed.
• Generate ad hoc reports and data analyses for both internal stakeholders and external clients.
• Create, update, and manage runbook documentation to support operational procedures and incident response.
• Assist with auditing internal systems to ensure all circuit information is accurate and up to date
• Work with Telecom management on high-priority service outages and tracking status during outage periods.
• Document system configurations, implementation plans, and technical workflows
• Deliver Tier 3 technical support as part of a 24/7 operations team, responding promptly to incidents and service requests.
• Identify, track, and remediate security vulnerabilities to maintain system integrity and compliance
• Perform other related duties as assigned or required.

Knowledge, Skills, and Abilities:

• Working knowledge of networking fundamentals, including DNS, TCP/IP protocols, and basic troubleshooting techniques.
• Familiarity with remote support and terminal tools to include CLI tools such as Windows Command Prompt / PuTTy / TeraTerm
• Knowledge of the OSI & TCP/IP layered network models for troubleshooting and logical network topologies and their implementation
• Knowledge of physical network transport technologies and current industry research in development
• Experience with FortiNet/FortiGate firewalls
• Basic proficiency in database query languages such as T-SQL and PL/SQL for data analysis and troubleshooting.
• Experience with incident management and ticketing systems, including tracking, escalation, and resolution workflows.

 Minimum Qualifications:

• High school diploma or GED
• 3+ years of professional experience
• Diagnosing and resolving WAN transport issues with Internet Service Providers (ISP)
• Proactive Monitoring to identify and resolve potential issues before they impact performance.
• Security-Minded with a strong focus on protecting infrastructure and data integrity.
• Process-Oriented with the ability to create and follow efficient, repeatable systems
• Detail-Oriented to accurately document and execute procedures. Accuracy in documentation and execution of procedures.
• Collaborative mindset to work effectively with internal teams and align with company strategy

 Preferred Qualifications:

• Bachelor’s degree in computer science, information system or related field
• Experience configuring network equipment such as Adtran, Cisco, Fortinet, etc.
• Basic knowledge of remote support tools

 Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally, this position may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $95,565 - $108,944 per year
• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.