Engineer, Technical Support

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Full-time Regular Charlotte, NC, US

The Engineer I will be responsible for monitoring and supporting the overall infrastructure of Conterra’s network and assisting with 3rd party partners to resolve any network issues. The responsibilities are to include customer service, problem solving, troubleshooting, documenting, escalating, and reporting. He/She will troubleshoot and track status with Conterra’s incident management system to properly document the events as they occur. They will report incidents to management or other internal departments by following the SOP (Standard Operating Procedure) for escalations as required.

• Must have demonstrated competency in all lower levels of job responsibility.
  • Must demonstrate solid troubleshooting skills.
  • Troubleshoot network (Data & Voice) incidents in a timely fashion.
  • Prioritize network issues by severity levels and elevate to appropriate levels, as necessary.
  • Resolve customer incidents via multiple communication outlets.
  • Must have good customer service and organizational skills.
  • Maintain status updates to internal and external customers until incidents are resolved.
  • Provide accurate documentation for each incident.
  • Perform various steps to verify levels and coordinate with Field Operations
  • Must have clear verbal and written communication skills.
  • Ability to learn and retain information in a fast‑paced environment.
  • Ability to multi‑task efficiently and work independently and as a team while maintaining quality service.
  • Respond to customer requests and provide timely communication as defined by our department’s policies.
  • Experience using MS Office Suite, SharePoint.
  • Knowledge of Telnet, SSH, RDP, and WEB/HTTPS required to access devices and utilize web and CLI interfaces.
  • Must maintain and/or exceed company QA scores.
  • Possess the ability to take on new, demanding challenges.
  • Demonstrate the ability to assume new levels of responsibility and deal with them effectively.
  • Perform on‑call support as needed.
  • Ability to accurately identify circuit types and the solution for how they are delivered (i.e., internet, transport, managed and voice services).
• Conduct RFC and performance testing, adhere to SLA and MTTR policies and standards.
• Collaborate with NOC Technicians for troubleshooting guidance and/or escalation.
• Knowledge and experience with the ability to identify and troubleshoot faults on network related devices such as xDSL modems, network interface devices, Layer 2/Layer 3 switches, firewalls, routers, microwave radios, voice (VoIP, SIP, PRI, hosted voice, and analog voice services) daily.
• Solid background using VISIO, Network Monitoring Software, and incident management systems.
• Basic knowledge of dynamic routing protocols and technologies.
• Basic knowledge of layer 2 switching technologies such as Q‑in‑Q, s‑tag, c‑tag and STP.
• Ability to assist field personnel with hardware replacement.
• Ability to confirm and/or perform firmware upgrades to network devices.
• Knowledge of network switching functions; LNP, CNAM, CALEA, STIR/SHAKEN, etc.
• Ability to analyze, summarize, test, and solve issues with VoIP and TDM services, SIP, SS7 and ISDN messaging.
• Ability to manage assigned tasks with minimal supervision.
• Ability to monitor and analyze alarms via NMS system and create tickets in incident management system accordingly in a 24/7 environment.
• Assist NOC Change Management team as required to determine customers impacted and effect during network maintenance and grooming.
• Perform any other duties assigned by NOC supervisor or manager.
• Assist in training as needed.

• Education: High School Diploma or equivalent required. Associate degree or bachelor’s degree in engineering or a related field preferred but not required. Vendor certifications preferred but not required (BTI, Cisco, Ciena, Adtran, Juniper, Fortinet, Velo Cloud, etc.)
• Experience: Minimum of 2–4 years of experience working in a Tier 1 or 2 network operations support role. Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.

• Core values that embody teamwork, integrity, and excellence
• Work/ Life Balance
• Flexible and generous Vacation and Wellness/Sick hours + 9 paid holidays
• 401K program

Conterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.