Network Support Specialist - Tier 2

Pencor Services; Palmerton (Carbon County); Hybrid; USD 45,000 - 70,000; Full time

Job summary

PenTeleData is seeking a Network Support Specialist to monitor, repair, and escalate core network issues from our Network Control Center in Palmerton, PA. The role requires flexibility across shifts, including weekends, with some work-from-home after training.

The ideal candidate will have an associates degree or equivalent experience, PA residency, CCNA, and strong TCP/IP knowledge. Training is in-person in Palmerton for six months.

Qualifications

• Associates Degree in Electrical Engineering, Computer Science or Telecommunications or minimum of 2 years’ experience in electronics/communications/networking.
• Residency in Pennsylvania.
• Valid PA Driver’s License and good driving record.
• CCNA certification and Cisco product knowledge.
• Understanding of TCP/IP and basic troubleshooting tools.
• Knowledge of routers, firewalls and switches interoperability.
• Some understanding of VoIP and Call Centers (ACD).
• Experience with Docsis Cable Modem and DSL networks is a plus.
• Strong customer service and communication skills; detail orientation.

Responsibilities

• Monitor core and customer network service outages and take ownership through resolution.
• Coordinate with partners, service providers, vendors, and field personnel to troubleshoot outages.
• Investigate, mitigate, and block potential network threats.
• Interface with commercial customers to troubleshoot and resolve problems.
• Handle escalations from Technical Support and resolve complex issues.
• Support and resolve issues in managed customers networks.
• Communicate network health to customers and staff.
• Escalate to engineering and other departments as needed.
• Process subpoenas for law enforcement as required.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Attention to detail

On-call availability

Education

Associates Degree in Electrical Engineering, Computer Science or Telecommunications

Tools

CCNA

Cisco products

TCP/IP troubleshooting

Docsis Cable Modem & DSL networks

Routing protocols knowledge

Job description

Company: PenTeleData

Hybrid WFH Shift: 7AM-3PM (includes weekends and other hours as needed for coverage)

Pencor and its subsidiaries are Equal Opportunity Employers

* This position will primarily be a 1st Shift position. Hours typically 7AM-3PM. Days worked (including weekends) will vary due to scheduling. Helping cover shifts missed by other employees can vary as well (11AM - 7PM and 3PM-11PM) depending on the scheduling needs.

**Candidates must reside in Pennsylvania and be able to do the training in person at the Palmerton office for the first 6 months. Work from home may be allowable 2 days per week after training is completed.

PenTeleData, a leader in Data Transport technologies, is seeking a Network Support Specialist to monitor, repair, and escalate core network issues in our Network Control Center (NCC).

This highly skilled group of specialists is responsible for monitoring PenTeleData’s (PTD) advanced MPLS network, routers, switches, and access devices. These specialists proactively monitor the network, preventing costly service interruptions by transparently resolving any service issues quickly and effectively. In the event of a core service or customer interruption, this group will directly interface with customers, engineers, other employees, and vendors to resolve the issue(s) and perform root cause analysis.

Job responsibilities include:

• Monitoring and responding to core and customer network service outages and issues, taking ownership and following through to resolution
• Coordinating and communicating with partners, Service Providers, Vendors, and Field Service Personnel to troubleshoot and resolve service outages
• Investigating, mitigating, and blocking potential attacks that may cause network service outages
• Directly interfacing with commercial customers to troubleshoot and resolve problems
• Receiving and resolving escalations from Technical Support for complex network problems
• Supporting, troubleshooting and resolving issues in managed customers networks
• Using escalation standards and judgment to quickly resolve service outages
• Regularly communicating to customers and other employees the network’s “health”
• Escalating to and working with engineering and other departments to resolve complex issues
• Receiving and investigating service outage escalations and other issues from other departments
• Processing subpoenas for law enforcement agencies (which may include court appearances)
• Other duties as assigned

Qualifications:

• Associates Degree in Electrical Engineering, Computer Science or Telecommunications Or minimum of 2 years’ experience in the electronics/communications/computer/networking industry
• Established residency in Pennsylvania
• Valid PA Driver’s License and good driving record
• Cisco Certified Network Associate (CCNA)
• Knowledge and experience with Cisco products
• General knowledge of how routing protocols work
• Comprehensive understanding of TCP/IP and troubleshooting tools
• Understanding of the interoperability of routers, firewalls, and switches
• Understanding of some VoIP and Call Centers (ACD)
• Some understanding of Docsis Cable Modem and DSL networks
• Exceptional Customer Service Skills
• Exceptional Communication Skills - oral and written
• Excellent Problem-Solving Skills
• Ability to pay attention to detail
• Ability to use the Microsoft suite (Word/Excel/Outlook)
• Ability to work varied hours/shifts to cover for calls off or emergencies
• Ability to be on-call during off-work hours