Support Engineer

Support Engineer/Lead 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: 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.

Our Culture: 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: 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.

Summary Roles/Responsibilities:

• 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.

Support Engineer Job Duties:

• Works customer trouble scenarios to help avoid escalations and resolve incidents.
• Joins all major incident bridges to resolve current issues
• Monitors and surveils of Northlands networks and peering points using tools such as SolarWinds.
• Investigates ticketing trends or top talkers and identifies areas of opportunity to resolve open incidents.
• Services and maintains all of Northlands's products.
• Supports complex technical upgrades which includes quarterly maintenance
• Identifies areas of opportunity for technical team training
• Maintains Northlands 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.

Career Path: Lead Support Engineer Job Duties:

• 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 through providing input and suggestions to the Manager
• Works in close partnership with cross-functional teams and management

Supervisory Responsibilities: None

Minimum Job Qualifications:

• 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
• Exceptional customer service skills
• Ability to understand, communicate and escalate internally and externally for any major incident bridge.

Preferred Job Qualifications:

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

Scorecard Metrics:

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

Licenses/Certifications:

A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.

Physical Activities and Requirements:

Ability to reach, sit, stand, walk, push, pull, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions. Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Equipment and Machines Used:

Ability to use voicemail, telephone, calculator, computer, and printer

Environmental Conditions:

The employee is not substantially exposed to adverse environmental conditions.

Employer's Disclaimer:

• All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
• This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

• We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.