Essential Functions

Provide technical support for voice and data business products provided by CBTS including but not limited to incident management, task management, change management, and proactive platform stability monitoring (50%)
Document work updates in a company-provided ticketing system until resolution is complete and ticket is resolved (20%)
Provide recommendations to be considered in developing the Technology roadmap. (10%)
Collaborate closely with Enterprise Architects, Security, and IT staff to drive company objectives (10%
Serve as the Escalation Manager for internal and external stakeholders including facilitation of and/or participation in declared P1s/Major Incidents (5%)
Collaborate with the assigned Service Delivery Manager, internal stakeholders, and vendors to fulfill any RCA/RFO requests. (5%)
Other duties as assigned

Education

Certifications, Accreditations, Licenses

Experience

5+ years of experience in a Service Desk and/or Technical Support environment
5+ years of experience in VoIP and Network Engineering in a Managed Service Provider or similar workspace

Special Knowledge, Skills, and Abilities

Experience in Data Center and Enterprise Routing and Switching is required
Ability to troubleshoot large enterprise networks
Experience supporting network security devices (IPS/IDS, Firewalls, Load balancers) and Encryption devices
Proven experience working with Network Management and Analysis tools
Experience with providing technical input on the VoIP and Networking needs of all software and hardware used in the customers environment
Experience working with VoIP Networking
Experience working with Cloud Networking
Experience with Cisco Broadworks, Cisco Meraki, VMware, Palo Alto, SASE, and any other SDWAN vendor
Experience with Azure, AWS and/or GCP a plus
Excellent written and oral communication skills
Ability to think technically then translate into clear verbal and written communication for technical and non-technical audiences
Excellent customer service and conflict resolution skills
Solid understanding of Information Technology and computing systems
Solid networking fundamentals
Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
Familiar with ServiceNow Management System
Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies
Ability to help others while meeting individual performance goals
Ability to work remotely

Communications & Network Engineer II