Support Engineer

STATUS: Non-Exempt DEPARTMENT: Network Operations Center REPORTS TO: Director of Network Management Centers FULL/PART-TIME: Full-Time LOCATION: Hybrid - Minimum 2 days p/week in office (Syracuse or Holland Patent, NY).
IDEAL CANDIDATE PROFILE
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We are seeking a skilled Support Engineer with strong experience in UCaaS platforms and core networking technologies to support, troubleshoot, and enhance critical voice and data services. The ideal candidate is hands‑on, customer‑focused, and comfortable working across cloud‑based collaboration systems and enterprise network environments.

At Northland, we don’t believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment. We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.

The mission of Advanced Support is to provide advanced technical leadership as the third line of defense by managing critical incidents, executing and governing changes, performing root cause and problem management, and driving research and development to prevent recurrence and advance the network platform.

• Leads major incident response and complex escalations as third-line support.
• Plans and executes high-impact and complex network changes.
• Drives root cause analysis and long-term problem resolution.
• Performs research and development for new technologies and service improvements.
• Develops and tunes proactive monitoring and alerting.
• Creates training, documentation, and knowledge transfer for Operations teams.

• Works customer trouble scenarios to help avoid escalations and resolve incidents.
• Joins all major incident bridges to resolve current issues.
• Monitors and surveils Northland’s networks and peering points using tools such as Solar Winds.
• Investigates ticketing trends or top talkers and identifies areas of opportunity to resolve open incidents.
• Services and maintains all of Northland’s products.
• Supports complex technical upgrades which includes quarterly maintenance.
• Identifies areas of opportunity for technical team training.
• Maintains Northland internal knowledge base including SOPs.
• Ensures the NOC has been properly trained on any new products that Northland launches.
• Provides periodic classroom training for all NOC technicians.
• Focuses on customer experience.
• Gathers all necessary details while also providing regular updates with any ongoing investigation.
• Attends on‑call hours & dispatches to customer sites when necessary.
• Scopes out, tests, and implements new products or ideas to improve the overall experience.

• Includes the above Support Engineer Job Duties.
• Demonstrates the ability to lead a team through technical escalations while also ensuring tickets are handled within proper SLA’s (service level agreements).
• Works in close partnership with cross‑functional teams and management.
• Leads the team in coordinating the quarterly maintenance planning and implementation.
• Leads the team in training activities through utilizing the tools and processes provided and supported by People & Talent.
• Maintains a pulse team engagement through giving daily advice/guidance to team members and providing input and suggestions to the Manager.
• Works in close partnership with cross‑functional teams and management.

None

• 5 years of associated experience with the following platforms and technologies
  • Proficient understanding of legacy voice platforms
  • Proficient understanding of UCaaS, CCaaS, PRI and SIP technologies
  • Proficient understanding of ITSM systems and ticket workflows
• Ability to understand, communicate and elevate internally and externally for any major incident bridge.

• Network certification preferred (Net +, CCNA, Security +, CCNP)
• Contact center and dispatch / hands on experience
• Third party Webex integrations

• Percentage of Trouble Tickets closed within 10 days.
• Percentage of Trouble Tickets closed within 24 hours.