Network Support Engineer

Overview:

Allbridge delivers one connected experience with all data, video and voice technologies for hospitality, healthcare and higher education organizations. Formerly Bulk TV & Internet, DCI Design Communications and EthoStream, Allbridge currently serves more than one million rooms nationally and positions properties for the future while strengthening the relationships they have with their customers.

 

Job Summary

Seeking a dynamic, technical network engineer who combines exceptional technical knowledge with strong interpersonal skills and an ability to interact successfully with customers. The Network Operation Center (NOC) provides 24/7/365 monitoring of network and system performance. The engineers will also act as an escalation point for support technicians, site escalations and end user requests. Technical Support Engineers must be able to troubleshoot, report details to customers and handle complex issues, as well as document all actions taken. The role requires experience with Network (wireless and wired) and preferably some exposure to voice products as well (hosted and on premises). Company will provide cross training for candidate with strong network only experience and demonstrated ability to learn new technologies. Candidate must be able to work alone and in a time environment.

We are a 24/7/365 Call Center. You must be able to work a flexible schedule to include weekends and some holidays. All Shifts – 1st, 2nd, 3rd – available.

 

Duties and Responsibilities:

  • Monitor and manage wireless networks to meet the customers’ expectations and requests
  • Introduce and propose solutions to help maintain and manage most updated firmware on client equipment
  • Utilize or propose better ways to service and monitor customer equipment
  • Utilize or propose better way to backup and maintain up to date copies of property configurations
  • Develop rapport with customers that enables them to trust and grow with DCI as a customer focused company
  • Perform troubleshooting of data networks, endpoints, peripheral devices, and additional customer premise equipment that relate to the voice and data network infrastructure
  • Ensure the timely completion of projects is reached through best practices
  • Handle multiple tasks concurrently through prioritization and accurate problem assessment in a potentially stressful environment
  • Administer end user training as required
  • Guide and mentor other team members on complex service issues involving network and communication systems applications
  • Interact with Clients, Technicians, Customer Agents, Account Executives, Project Managers, Engineers, and Analysts
  • Maintain an accurate and timely status/history of the service event through status update and task debrief in the company’s ticketing system
  • Follow and keep abreast of related technological advancements and continue to present to customers in response to anticipated business needs
  • Develop strong team work skills for potential growth into managing a team NOC and helpdesk employees

 

Qualifications:

  • Ability to perform all of the above duties
  • 3+ years’ experience with IP Networking in a customer facing environment
  • 3+ years networking experience with a strong foundation in LAN/WAN routing, switching, and TCP/IP, VoIP
  • Cisco CCNA, CCDA or comparable technology certifications
  • Knowledge of VLAN configuration and the ability to support
  • Excellent verbal and written communications skills
  • Ability to assume responsibility and ownership for work performed
  • Ability to provide technical support for co-workers, customers, and other vendors
  • Proficiency with MS Windows/Office and/or some version of Linux/Unix
  • Knowledge of at least of three required: Broadsoft, NEC, Mitel, Ruckus or HP, Nomadix, Fortinet
  • BA/BS in EE or CS a plus
  • Hospitality a plus

 

Characteristics of a High Performer:

  1. Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner
  2. Highly detail oriented, organized and process focused with ability to multi-task
  3. Is dedicated and committed to problem resolution
  4. Willingness to share knowledge with team members, superiors and users
  5. Carries a humble attitude about knowledge limitations
  6. Ability to think logically and creatively
  7. Ability to apply knowledge to new situations
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Please note that all resumes received will be considered active for a period of 30 days after receipt. Please note that we will not accept phone or walk in candidates. If you are interested in multiple positions, please apply for each opening for which you are qualified. All job offers are contingent on successfully passing our employment background screening. Allbridge is an Equal Opportunity Employer and participates in E-Verify. We invite you to check our website for future job openings.