Network Outage Response Engineer

Jobtailor; Palmerton (Carbon County); On-site; USD 55,000 - 85,000; Full time

Job summary

Jobtailor seeks a Network Support Specialist to monitor and respond to core and customer network outages, coordinate with service providers, and troubleshoot issues to restore service quickly.

The role interfaces with commercial customers, handles complex escalations from Technical Support, supports managed networks, and communicates network health across teams while following escalation standards. Occasional on-call coverage and flexible hours are required.

Qualifications

• Associate's Degree or minimum 2 years' experience in electronics, communications, computer, or networking
• Residency in Pennsylvania
• Valid Pennsylvania driver's license and good driving record
• CCNA (Cisco Certified Network Associate)
• Knowledge and experience with Cisco products
• General knowledge of routing protocols
• Comprehensive understanding of TCP/IP and troubleshooting tools
• Understanding of router, firewall, and switch interoperability
• Some knowledge of VoIP and Call Centers (ACD)
• Some knowledge of DOCSIS cable modem and DSL networks
• Exceptional customer service skills
• Exceptional oral and written communication skills
• Excellent problem-solving skills
• Attention to detail
• Ability to use Microsoft Word, Excel, and Outlook
• Ability to work varied hours and shifts for coverage, call-offs, or emergencies
• Ability to be on-call during off-work hours

Responsibilities

• Monitor and respond to core and customer network outages and issues through resolution
• Coordinate with service providers, vendors, partners, and field service personnel to troubleshoot and resolve outages
• Investigate, mitigate, and block potential attacks that may cause network service outages
• Interface directly with commercial customers to troubleshoot and resolve problems
• Receive and resolve complex network problem escalations from Technical Support
• Support, troubleshoot, and resolve issues in managed customer networks
• Use escalation standards and judgment to quickly resolve service outages
• Communicate network health to customers and employees
• Escalate complex issues to engineering and other departments
• Receive and investigate service outage escalations and issues from other departments
• Process subpoenas for law enforcement agencies, potentially including court appearances
• Perform other duties as assigned

Skills

TCP/IP Troubleshooting

Routing Protocol Knowledge

Customer Service Skills

Network Problem Resolution

CCNA

Cisco Products

VoIP Knowledge

DOCSIS Cable Modem

DSL Networks

Education

Associate's Degree (Electrical Engineering, Computer Science, or Telecommunications)

Tools

Cisco Products

VoIP Knowledge

DOCSIS Cable Modem

DSL Networks

Network Troubleshooting Tools

Job description

Jobtailor seeks a Network Support Specialist to monitor and respond to core and customer network outages, coordinate with service providers, and troubleshoot issues to restore service quickly.

The role interfaces with commercial customers, handles complex escalations from Technical Support, supports managed networks, and communicates network health across teams while following escalation standards. Occasional on-call coverage and flexible hours are required.