Network Support Technician

  • location: West Chester, PA
  • type: Permanent
  • salary: $55,000 - $70,000 per year
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job description

Network Support Technician

job summary:
The Network Support Technician, Level 2 supports our network-based voice and data customers in every way. This includes troubleshooting and repairing circuits (T1, Ethernet over Fiber, Ethernet over SONET and dark fiber), routers, switches, servers, both virtual and premise-based firewalls, as well as troubleshooting internet, email, DNS, VOIP and Hosted PBX issues. Technicians will also provide remote assistance to field engineers during on site dispatches.

ESSENTIAL JOB FUNCTIONS:

The Network Support Technician, Level 2 is accountable for:

  • Monitoring the network and customer premised equipment for alarm activity and outages.
  • Providing remote testing and troubleshoot DS1, fiber over Ethernet and SONET facilities.
  • Troubleshoot TCP/IP connectivity issues.
  • Providing DNS, Web, email, voice mail and EFAX support Troubleshoot VOIP-related issues (MGCP & SIP)
  • Identifying and taking appropriate action to correct carrier routing issues (local and long distance).
  • Executing change requests and troubleshoot customer configurations on all supported equipment.
  • Coordinating network repairs by dispatching an appropriate vendor or technician to both central offices as well as customer locations.
  • Supporting equipment including but not limited to Adtran and Netvanta routers and voice gateways, Cisco routers and POE switches, Brocade CER and CES devices, Samsung Ubigate, Cisco Firewall Switch Module, Sophos UTM, Edgewater gateways, Aastra/Mitel, Polycom, and more.
  • Utilizing tools including Metaswitch Windows Explorer, Metaview SAS and EAS service to support dedicated voice and hosted PBX customers.
  • Documenting all customer interaction with effective and clear communication.
  • Providing limited remote training with customers.
  • Using an internal ticketing system to create, update, close, and view customer records.
  • Testing and detecting problems using a variety of methods and approaches. Suggesting appropriate solutions and anticipates problems and helps prevent them.
  • Following and enforcing the Company's policies and procedures, including the EEO guidelines and safety, at all times;
  • Performing any miscellaneous duties as needed.
JOB REQUIREMENTS:

Education and Experience:

  • HS diploma / Equivalent - required
  • Two years' practical work experience in telecommunications or networking or related field - required
  • Two years working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies - required
  • Two years advanced working knowledge, troubleshooting, and configuration experience with Adtran and Cisco equipment and technologies - required
  • Two years troubleshooting experience with carriers for access and last mile facilities - required
  • Two years working knowledge and troubleshooting experience with premise based firewalls - preferred
  • BA or BS degree with a telecommunications or networking concentration - preferred
  • CCENT, CCNA, or other related certifications - preferred
  • Two years working knowledge, troubleshooting, and configuration experience with Edgewater and Samsung premise based routers and switches, Netvanta routes and voice gateways, Brocade CER and CES devices, Samsung Ubigate, Cisco Firewall Switch Module, Sophos UTM, Aastra/Mitel, Polycom, and more - preferred
  • Two years working knowledge, troubleshooting and configuration experience with Metaswitch and Broadsoft voice technologies - preferred
  • Two years working knowledge of DNS, Web, email, voice mail, and eFax - preferred
Core Competencies:

  • Agile - Embraces change; adaptable and flexible; sense of urgency.
  • Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
  • Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
  • Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict.
  • Accountable - See it, Own it, Solve it, Do it; Hold each other accountable.
Job Specific Competencies:

  • Displaying Technical Expertise- Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with his/her job; shares technical expertise with others; high level of proficiency with Microsoft applications, especially Excel, Visio and Word.
  • Deliver Results - Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
  • Displays Leadership - Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen
Skills:

  • High level proficiency with Microsoft applications, especially Excel, Visio and Word.
  • Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
  • Maintains composure during stressful times;
  • Ability to work effectively as a team member;
  • Evidence of good organizational skills;
  • Careful attention to detail;
  • Ability to work independently, with little or no supervision;
  • Ability to meet scheduled and unscheduled deadlines;
  • Ability to bring projects/assignments to completion within required time frames;
  • Advanced knowledge of circuit analysis;
  • Able to learn new equipment and applications in a timely manner;
  • Basic knowledge of circuit test equipment;
 
location: West Chester, Pennsylvania
job type: Permanent
salary: $55,000 - 70,000 per year
work hours: 8 to 5
education: High School
 
responsibilities:
The Network Support Technician, Level 2 supports our network-based voice and data customers in every way. This includes troubleshooting and repairing circuits (T1, Ethernet over Fiber, Ethernet over SONET and dark fiber), routers, switches, servers, both virtual and premise-based firewalls, as well as troubleshooting internet, email, DNS, VOIP and Hosted PBX issues. Technicians will also provide remote assistance to field engineers during on site dispatches.

ESSENTIAL JOB FUNCTIONS:

The Network Support Technician, Level 2 is accountable for:

  • Monitoring the network and customer premised equipment for alarm activity and outages.
  • Providing remote testing and troubleshoot DS1, fiber over Ethernet and SONET facilities.
  • Troubleshoot TCP/IP connectivity issues.
  • Providing DNS, Web, email, voice mail and EFAX support Troubleshoot VOIP-related issues (MGCP & SIP)
  • Identifying and taking appropriate action to correct carrier routing issues (local and long distance).
  • Executing change requests and troubleshoot customer configurations on all supported equipment.
  • Coordinating network repairs by dispatching an appropriate vendor or technician to both central offices as well as customer locations.
  • Supporting equipment including but not limited to Adtran and Netvanta routers and voice gateways, Cisco routers and POE switches, Brocade CER and CES devices, Samsung Ubigate, Cisco Firewall Switch Module, Sophos UTM, Edgewater gateways, Aastra/Mitel, Polycom, and more.
  • Utilizing tools including Metaswitch Windows Explorer, Metaview SAS and EAS service to support dedicated voice and hosted PBX customers.
  • Documenting all customer interaction with effective and clear communication.
  • Providing limited remote training with customers.
  • Using an internal ticketing system to create, update, close, and view customer records.
  • Testing and detecting problems using a variety of methods and approaches. Suggesting appropriate solutions and anticipates problems and helps prevent them.
  • Following and enforcing the Company's policies and procedures, including the EEO guidelines and safety, at all times;
  • Performing any miscellaneous duties as needed.
JOB REQUIREMENTS:

Education and Experience:

  • HS diploma / Equivalent - required
  • Two years' practical work experience in telecommunications or networking or related field - required
  • Two years working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies - required
  • Two years advanced working knowledge, troubleshooting, and configuration experience with Adtran and Cisco equipment and technologies - required
  • Two years troubleshooting experience with carriers for access and last mile facilities - required
  • Two years working knowledge and troubleshooting experience with premise based firewalls - preferred
  • BA or BS degree with a telecommunications or networking concentration - preferred
  • CCENT, CCNA, or other related certifications - preferred
  • Two years working knowledge, troubleshooting, and configuration experience with Edgewater and Samsung premise based routers and switches, Netvanta routes and voice gateways, Brocade CER and CES devices, Samsung Ubigate, Cisco Firewall Switch Module, Sophos UTM, Aastra/Mitel, Polycom, and more - preferred
  • Two years working knowledge, troubleshooting and configuration experience with Metaswitch and Broadsoft voice technologies - preferred
  • Two years working knowledge of DNS, Web, email, voice mail, and eFax - preferred
Core Competencies:

  • Agile - Embraces change; adaptable and flexible; sense of urgency.
  • Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
  • Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
  • Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict.
  • Accountable - See it, Own it, Solve it, Do it; Hold each other accountable.
Job Specific Competencies:

  • Displaying Technical Expertise- Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with his/her job; shares technical expertise with others; high level of proficiency with Microsoft applications, especially Excel, Visio and Word.
  • Deliver Results - Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
  • Displays Leadership - Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen
Skills:

  • High level proficiency with Microsoft applications, especially Excel, Visio and Word.
  • Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
  • Maintains composure during stressful times;
  • Ability to work effectively as a team member;
  • Evidence of good organizational skills;
  • Careful attention to detail;
  • Ability to work independently, with little or no supervision;
  • Ability to meet scheduled and unscheduled deadlines;
  • Ability to bring projects/assignments to completion within required time frames;
  • Advanced knowledge of circuit analysis;
  • Able to learn new equipment and applications in a timely manner;
  • Basic knowledge of circuit test equipment;
 
qualifications:
The Network Support Technician, Level 2 supports our network-based voice and data customers in every way. This includes troubleshooting and repairing circuits (T1, Ethernet over Fiber, Ethernet over SONET and dark fiber), routers, switches, servers, both virtual and premise-based firewalls, as well as troubleshooting internet, email, DNS, VOIP and Hosted PBX issues. Technicians will also provide remote assistance to field engineers during on site dispatches.

ESSENTIAL JOB FUNCTIONS:

The Network Support Technician, Level 2 is accountable for:

  • Monitoring the network and customer premised equipment for alarm activity and outages.
  • Providing remote testing and troubleshoot DS1, fiber over Ethernet and SONET facilities.
  • Troubleshoot TCP/IP connectivity issues.
  • Providing DNS, Web, email, voice mail and EFAX support Troubleshoot VOIP-related issues (MGCP & SIP)
  • Identifying and taking appropriate action to correct carrier routing issues (local and long distance).
  • Executing change requests and troubleshoot customer configurations on all supported equipment.
  • Coordinating network repairs by dispatching an appropriate vendor or technician to both central offices as well as customer locations.
  • Supporting equipment including but not limited to Adtran and Netvanta routers and voice gateways, Cisco routers and POE switches, Brocade CER and CES devices, Samsung Ubigate, Cisco Firewall Switch Module, Sophos UTM, Edgewater gateways, Aastra/Mitel, Polycom, and more.
  • Utilizing tools including Metaswitch Windows Explorer, Metaview SAS and EAS service to support dedicated voice and hosted PBX customers.
  • Documenting all customer interaction with effective and clear communication.
  • Providing limited remote training with customers.
  • Using an internal ticketing system to create, update, close, and view customer records.
  • Testing and detecting problems using a variety of methods and approaches. Suggesting appropriate solutions and anticipates problems and helps prevent them.
  • Following and enforcing the Company's policies and procedures, including the EEO guidelines and safety, at all times;
  • Performing any miscellaneous duties as needed.
JOB REQUIREMENTS:

Education and Experience:

  • HS diploma / Equivalent - required
  • Two years' practical work experience in telecommunications or networking or related field - required
  • Two years working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies - required
  • Two years advanced working knowledge, troubleshooting, and configuration experience with Adtran and Cisco equipment and technologies - required
  • Two years troubleshooting experience with carriers for access and last mile facilities - required
  • Two years working knowledge and troubleshooting experience with premise based firewalls - preferred
  • BA or BS degree with a telecommunications or networking concentration - preferred
  • CCENT, CCNA, or other related certifications - preferred
  • Two years working knowledge, troubleshooting, and configuration experience with Edgewater and Samsung premise based routers and switches, Netvanta routes and voice gateways, Brocade CER and CES devices, Samsung Ubigate, Cisco Firewall Switch Module, Sophos UTM, Aastra/Mitel, Polycom, and more - preferred
  • Two years working knowledge, troubleshooting and configuration experience with Metaswitch and Broadsoft voice technologies - preferred
  • Two years working knowledge of DNS, Web, email, voice mail, and eFax - preferred
Core Competencies:

  • Agile - Embraces change; adaptable and flexible; sense of urgency.
  • Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
  • Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
  • Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict.
  • Accountable - See it, Own it, Solve it, Do it; Hold each other accountable.
Job Specific Competencies:

  • Displaying Technical Expertise- Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with his/her job; shares technical expertise with others; high level of proficiency with Microsoft applications, especially Excel, Visio and Word.
  • Deliver Results - Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
  • Displays Leadership - Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen
Skills:

  • High level proficiency with Microsoft applications, especially Excel, Visio and Word.
  • Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
  • Maintains composure during stressful times;
  • Ability to work effectively as a team member;
  • Evidence of good organizational skills;
  • Careful attention to detail;
  • Ability to work independently, with little or no supervision;
  • Ability to meet scheduled and unscheduled deadlines;
  • Ability to bring projects/assignments to completion within required time frames;
  • Advanced knowledge of circuit analysis;
  • Able to learn new equipment and applications in a timely manner;
  • Basic knowledge of circuit test equipment;
 
skills: The Network Support Technician, Level 2 supports our network-based voice and data customers in every way. This includes troubleshooting and repairing circuits (T1, Ethernet over Fiber, Ethernet over SONET and dark fiber), routers, switches, servers, both virtual and premise-based firewalls, as well as troubleshooting internet, email, DNS, VOIP and Hosted PBX issues. Technicians will also provide remote assistance to field engineers during on site dispatches.

ESSENTIAL JOB FUNCTIONS:

The Network Support Technician, Level 2 is accountable for:

  • Monitoring the network and customer premised equipment for alarm activity and outages.
  • Providing remote testing and troubleshoot DS1, fiber over Ethernet and SONET facilities.
  • Troubleshoot TCP/IP connectivity issues.
  • Providing DNS, Web, email, voice mail and EFAX support Troubleshoot VOIP-related issues (MGCP & SIP)
  • Identifying and taking appropriate action to correct carrier routing issues (local and long distance).
  • Executing change requests and troubleshoot customer configurations on all supported equipment.
  • Coordinating network repairs by dispatching an appropriate vendor or technician to both central offices as well as customer locations.
  • Supporting equipment including but not limited to Adtran and Netvanta routers and voice gateways, Cisco routers and POE switches, Brocade CER and CES devices, Samsung Ubigate, Cisco Firewall Switch Module, Sophos UTM, Edgewater gateways, Aastra/Mitel, Polycom, and more.
  • Utilizing tools including Metaswitch Windows Explorer, Metaview SAS and EAS service to support dedicated voice and hosted PBX customers.
  • Documenting all customer interaction with effective and clear communication.
  • Providing limited remote training with customers.
  • Using an internal ticketing system to create, update, close, and view customer records.
  • Testing and detecting problems using a variety of methods and approaches. Suggesting appropriate solutions and anticipates problems and helps prevent them.
  • Following and enforcing the Company's policies and procedures, including the EEO guidelines and safety, at all times;
  • Performing any miscellaneous duties as needed.
JOB REQUIREMENTS:

Education and Experience:

  • HS diploma / Equivalent - required
  • Two years' practical work experience in telecommunications or networking or related field - required
  • Two years working knowledge and troubleshooting experience of SIP, RTP, UDP, TCP, and NAT technologies - required
  • Two years advanced working knowledge, troubleshooting, and configuration experience with Adtran and Cisco equipment and technologies - required
  • Two years troubleshooting experience with carriers for access and last mile facilities - required
  • Two years working knowledge and troubleshooting experience with premise based firewalls - preferred
  • BA or BS degree with a telecommunications or networking concentration - preferred
  • CCENT, CCNA, or other related certifications - preferred
  • Two years working knowledge, troubleshooting, and configuration experience with Edgewater and Samsung premise based routers and switches, Netvanta routes and voice gateways, Brocade CER and CES devices, Samsung Ubigate, Cisco Firewall Switch Module, Sophos UTM, Aastra/Mitel, Polycom, and more - preferred
  • Two years working knowledge, troubleshooting and configuration experience with Metaswitch and Broadsoft voice technologies - preferred
  • Two years working knowledge of DNS, Web, email, voice mail, and eFax - preferred
Core Competencies:

  • Agile - Embraces change; adaptable and flexible; sense of urgency.
  • Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
  • Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
  • Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict.
  • Accountable - See it, Own it, Solve it, Do it; Hold each other accountable.
Job Specific Competencies:

  • Displaying Technical Expertise- Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with his/her job; shares technical expertise with others; high level of proficiency with Microsoft applications, especially Excel, Visio and Word.
  • Deliver Results - Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
  • Displays Leadership - Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen
Skills:

  • High level proficiency with Microsoft applications, especially Excel, Visio and Word.
  • Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
  • Maintains composure during stressful times;
  • Ability to work effectively as a team member;
  • Evidence of good organizational skills;
  • Careful attention to detail;
  • Ability to work independently, with little or no supervision;
  • Ability to meet scheduled and unscheduled deadlines;
  • Ability to bring projects/assignments to completion within required time frames;
  • Advanced knowledge of circuit analysis;
  • Able to learn new equipment and applications in a timely manner;
  • Basic knowledge of circuit test equipment;

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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