Service Operations Network Engineer 3

General Summary

As part of Network Operations, this position is responsible for monitoring, implementation and maintenance of the networks that provide service to IFN customers. This position will conduct diagnostic investigation of customer-impacting network issues and provide resolution to escalated incidents. This position is responsible for providing Tier III technical support to resolve issues within the network.

Essential Duties & Responsibilities

  • Verifies new hardware installations and network augments during scheduled maintenance events
  • Supports IP/MPLS/Ethernet services by troubleshooting and resolving problems related to service deployment, service assurance, network reliability and customer satisfaction
  • Reviews for accuracy and corrects Network Systems, services, and Ethernet protocols in the existing network.
  • Works to foster a culture that supports reliability and stability in all areas of responsibility
  • Assist NOC management and team leads in mentorship of technicians in the IFN NOC and Service Assurance group
  • Engages with vendors and other outside entities as necessary in order to resolve network and service related issues
  • Maintain expert level familiarity with devices and protocols as they are introduced by the planning & engineering team.
  • Required to work with internal and external systems to document troubleshooting process and procedures to be set forth as guidelines for the IFN NOC
  • Participates in special projects and in selected internal meetings
  • Works as part of a cross-functional team to conduct network monitoring, remote management and maintenance activities for all network nodes within IFN’s area of responsibility
  • Proactively monitors for any potential performance problems and responds in a timely manner to ensure 99.999% network availability
  • Collaborates with IFN Network Planning and Engineering to ensure best practice implementation related to service deployment, service assurance and network reliability
  • Acts as escalation point for first and second level technicians to ensure quick and effective resolutions
  • Remotely supports and directs IFN field operations in the areas of maintenance and network restoration
  • Redistributes work assignments among tier 1 and 2 technicians providing guidance and training as required to meet customer goals for network performance
  • Effectively documents all steps taken to resolve identified and/or reported issues
  • Documents post implementation network changes
  • Documents and reports bugs and issues related to customer and network performance
  • Works with internal groups to create reports on up time, bandwidth usage, server utilization, and other key metrics as directed
  • This position operates in a 24x7x365 environment, shift work and the ability to participate in an escalation rotation are required
  • Provides recommendations to improve the customer experience
  • Other duties as assigned

Required Knowledge

  • Demonstrates advanced knowledge to support typical ISP/Ethernet services.
  • Familiarity with MEF and Carrier Ethernet services desirable
  • Must demonstrate expert level knowledge of: OSPF, IP routing, BGP, MPLS and Ethernet loop prevention technologies
  • Experience with IPv6 deployment and practical use
  • MOP process (preparation and administration)
  • IP & MPLS Fundamentals
  • Ethernet Fundamentals
  • SONET Fundamentals a plus
  • CWDM & DWDM Fundamentals a plus
  • Familiarity with Telecommunications Equipment

Required Skills

  • 5+ years’ experience in an ISP/MPLS/Ethernet network support role
  • Experience level to meet and exceed CCNP level certification
  • Advanced experience with Nokia 7750 and 7210 product lines highly desirable
  • Exceptional troubleshooting and problem solving skills
  • Process oriented
  • Possess the ability to work with customers and vendors at both a layman & technical level
  • Good organizational and communications capabilities (i.e. must be able to listen and understand, then communicate orally and in written format) within all levels of an organization

Physical Requirements

  • Must be able to read computer screen and various reports
  • Must be able to hear well enough to communicate with employees
  • Standing/walking (moderate)
  • Climbing/stooping/kneeling (moderate)
  • Lifting/pulling/pushing (moderate)
  • Must be able to write, type and use phone system

To apply for this position, please send your resume and cover letter to