**work hours**:Monday - Friday, 9am - 6pm CT
**the position**
We pride ourselves on our amazing team, the driving force behind our growth and our awesome brand. As a member of the Managed Services Center (MSC) team, you will provide support for our customers complex networks. This support will include active monitoring of the customers networks, proactive response to events, evaluating network performance and making recommendations for improvements, and providing SME level support of these networks.
**what you'll do**
- Monitor various NMS for faults and alerts, as well as enhancement/refinement of NMS to provide more insight into production.
- Monitor and maintain complex customer networks including SD-WAN and managed Firewall
- Document all network-related activities in ticketing system.
- Provide a single point of interface to internal and external clients on issues pertaining to our SD-WAN, MPLS, Internet, Security, VoIP, and other Managed Services.
- Perform other duties as assigned to support the continued success of self, team, department, and company.
- May provide technical supervision to lower-level engineers and technicians.
- Develop network performance baselines to assist in forecasting network utilization trends.
- Work together with Sales Engineers to implement and improve customers networks.
- Prepare and present business review reports.
**what you'll bring to succeed**
- Ability serving as a team lead & escalation point for all technical issues encountered within the Network Operations Center
- Ability to provide Tier4 support in a multi-tiered support role
- Ability to work closely with others in a team environment & high-volume customer-facing role
- Ability to work 1st (8a - 5p) or 2nd shift (3p - 12a) work hours, especially weekends, and participate in a rotating on-call schedule
- Demonstrated leadership ability to coach, mentor, train, and provide constructive feedback to both new and existing MSC team members
- Experience with systems, specifically open-source server operating systems, scripting languages and network monitoring systems
- Hands -on experience with SD-WAN architecture (configuring, installing, troubleshooting)
- Strong experience configuring, installing troubleshooting enterprise-grade firewalls, routers, WAPs; including a core competency in dynamic routing protocols (BGP, OSPF, EIGRP), along with security event management, DDOS mitigation, and HA systems
- Experience troubleshooting VOIP protocols, SIP call flows, and other voice-related technologies
- Experience with Carrier Ethernet Testing & Troubleshooting (including RFC 2544 or related testing)
- Ability to identify and troubleshoot underlying root causes for key performance thresholds for latency, packet loss, and jitter
- In depth experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery & troubleshooting
- Experience identifying & troubleshooting fiber low/high (Tx/Rx) light level issues via device CLI or GUI
- Develops documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently
- Ability to collaborate and work cross functionally with Executives, Sales, and Product Development to support strategic sales opportunities
- Develop documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently
- Cloud platform experience on Azure, AWS, and/or GCP - Google Cloud Platform is a plus.
- Current Cisco CCNP, Juniper JNCIP track, CISSP certification, or equivalent a plus
- Current SD-WAN platform certifications including VeloCloud, Versa, Viptela, Cato, Fortinet
**what success looks like**
- Quality Control: You will ensure that customers receive the exact product/service (equipment, bandwidth, throughput, etc.) ordered.
- Integrate yourself into the customers network support organization to act as a partner.
- Partner with internal Nitel organizations to continually improve the customers networks.
**what we value**
- Put Customers First
- Think as an Owner
- Win as a Team
- Act with Integrity
- Be Better Every Day