CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients transformative business initiatives. For more information, please visit www.cbts.com.

Job Purpose

This position is responsible for dedicated customer service and technical support for CBTS business products consumed by a strategic Enterprise customer including but not limited to Broadworks, WebEx, Microsoft Teams, Meraki, VeloCloud, and PDUs as well as collaboration with CBTS AWS and CBTS Patching Engineers. This operational position requires Engineering to speak directly to customer resources and CBTS resources via an inbound call center as well as during critical outage bridges about a wide variety of technical issues/requests. This position will also act as an escalation point for Level I engineers on a variety of issues/requests. Responsibilities will include providing the necessary support in order to resolve the customer's issues, to fulfill requests, and to handle or oversee scheduled maintenance events in a manner that meets or exceeds agreed upon Service Level Agreements (OLAs/SLAs) with internal/external teams and stakeholders.

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

Four years of College resulting in a Bachelor's Degree or equivalent

Certifications, Accreditations, Licenses

ITIL Foundations Certification Required

Net+ Required -- CCENT Preferred

Cisco CCNA Certification Required

Cisco CMNA Certification Required

Junos JNCIA Preferred

VeloCloud SDWAN Troubleshooting Certification Required

WebEx and Microsoft Teams experience Required

SIP School Certification SSCA Preferred

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

Supervisory Responsibility

This position does not have any supervisory responsibilities.

Work Environment

The work is primarily performance in an office or remote environment.

Communications & Network Engineer II