Description
Sr. Telecom Engineer
Summary:
Our client is a global leader focused on the design, manufacture and distribution of agricultural machinery, and supports more productive farming through a full line of tractors, combines, hay tools, sprayers, forage equipment, tillage, implements, grain storage and protein production systems, as well as related replacement parts. Our client's products are distributed globally through 3,500 independent dealers and distributors in more than 140 countries worldwide.
Responsibilities:
- Provide enterprise level support for Global end users via direct contact, phone, e-mail, IM and web portal
- Work with all levels of personnel from Executive Staff to Field Service Support to troubleshoot, and resolve basic to complex technical and non-technical end user customer questions for all LAN, WAN, Wireless, Security, and Telephony support
- Work with minimal supervision on advanced technical or unusual support problems, recognizing when to escalate unresolved issues to the appropriate channels. Exercise good judgment by involving management in resolving customer issues as necessary
- Troubleshoot hardware and service problems and facilitate carrier support calls as necessary
- Respond to customer/end user requests via e-mail, phone, IM or web portal in a timely manner
- Actively engage in continuous improvement recommending content, solutions or alternative processes that may improve the customer experience or our operational efficiencies
- Adhere to Telecommunications Operations Policies and Procedures
Qualifications:
- Bachelors or Associate degree
- Cisco CCNP-Routing and Switching certification at minimum, Network+ certification
- Cisco CCNP-Voice or ability to achieve certification with 6 months
- Ability to achieve advanced certifications in telephony, wireless, and security
- 5 - 8 years experience in telecom/network management
- Previous experience with provider portals and preferable help desk ticketing software preferred
- Ability to pull and analyze data for helping drive continual operational improvement
- Expert knowledge of network operating systems, IP, telephony, routing protocols, LAN switching, wireless LANs, video conferencing, Firewalls, VPN, security appliance, etc.
- Experience troubleshooting hardware including but not limited to: Servers, Wireless handheld products (Blackberry, IPhone, IPad, Droid), PC and laptop connect wireless devices
- Ability to perform advanced routing and switch changes such as VLANs, IP, EIGRP, BGP, QOS, dial peers, access lists
- Ability to perform advanced user and phone administration in Cisco Call Manager. Troubleshoot gateways, dial plan, VM, IM, T1, SIP, FXS, FXO, Call center issues
- Advanced knowledge of network monitoring and familiarity with Solarwinds
- Advanced knowledge of IP routing, sub-netting, and management
- Ability to perform advance network troubleshooting using tools such as ping, traceroute, wireshark, and Telnet
- Ability to configure DHCP scopes and DNS entries
- Ability to work with remote vendors and smart hands to assist in advanced troubleshooting process
- Advanced knowledge of Windows operating system particularly with network connectivity
- Knowledge of basic security practices such as VPN and FW rules. Able to submit basic FW rule requests to third party FW management
- Ability to troubleshoot WAN circuits, BGP, EIGRP, DMVPN, and submit tickets to WAN Management vendor
- Advanced knowledge of telephony circuits such as POTS, T1, E1, PRI, BRI
- Ability to run and interpet debug traces on routing, switching and telephony equipment
- Knowledge and understanding of telecommunications principles
- Working knowledge of provider network and standards platforms
- Ability to rapidly comprehend the functions and capabilities of new trends and technologies
Benefits:
As an Agile consultant, you'll gain many of the advantages and benefits of being a direct hire, while experiencing the flexibility of consulting. It's the best of both worlds! Our IT consultants enjoy a wide array of benefits including: medical, dental, 401K, Employee Assistance Program and more.