Tier II Engineer Lead

RESPONSIBILITIES:

• Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously.
• Troubleshoot all level 1 incidents and escalate as needed.
• Detect outages and remedies. The lead role mentors other team members to ensure compliance with company standards and policies.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Work with Business customers, residential customers and techs in the field installing new services.
• Troubleshoot issues remotely with customers and technicians.
• Coordinate onsite dispatch of associated vendor repair services.
• Escalate issues and problems according to procedures and best judgment.
• Perform periodic health checks of systems.
• Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on best course of action to resolve.
• Diagnose problems and resolve in an expeditious manner.
• Work with engineers to resolve production problems.
• Configure and maintain monitoring tools. Work with Lead to ensure alignment with company standards.
• Answering direct phone calls from customers and take corrective actions aligned with our White Glove Customer Service promise.
• Other duties as required or assigned.

MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Experience with routing protocols, specifically OSPF and BGP
• Experience with Optical Platforms, configuration and/or troubleshooting
• Experience working within a cable provider environment
• Experience working with third party circuit providers
• Experience in current Internet network hardware and software technologies.
• Diagnostic experience of a variety of monitoring applications such as Solarwinds, Nagios
• Minimum of 2 years of experience in a Help Desk or high volume call center preferred.
• Minimum of 2 years of experience working in IT Operations including knowledge of common tools, methods, and techniques
• Industry recognized certifications such as CCNA, CCNP, and/or CCDP
• Vendor certifications on any Optical platform (ie: Motorola, ZTE, Alcatel etc) Scripting (shell, expect, php, python)
• Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring Skills
• Specialties NOC / Process writing skills or training a plus
• Experience in Monitoring Theory / Implementation a plus