Advanced Services Network Engineer

Major Duties Classification: Exempt / Non-Bargaining Position may be located remote. #LI-Remote This position may be location in any CCI market. Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds. The Advanced Services Network Engineer provides direct customer support for suite of Advanced Managed Services including our Managed Services product line, Managed Router/Switches, Hosted IP PBX, SIP Trunking, ProConnect VoIP, SDWAN, Cloud Secure, DDoS and Enterprise Data Center Co-Location offerings. Responsibilities include customer communications, triage, research, and resolution assurance of service incidents and requests regarding the configuration, usage and troubleshooting of supported Advanced Managed Services. The Advanced Services Network Engineer will collect service and event information; identify the Customer's infrastructure and subscribed services, access Advanced Services support applications and additional Tier 2/3 technical support staff. Troubles reported/detected that are beyond the scope of responsibility of the Advanced Services Analyst Desk personnel will be resolved by engaging other operations and infrastructure teams. Responsibilities Create a positive customer experience and build strong relationships through client focused Advanced Services service delivery, ensuring timely resolution or appropriate escalation, communicating promptly on progress, and handling customers with a professional attitude. Addresses, logs, researches and resolves Advanced Services service incidents and requests; engages other technical operations teams to resolve troubles that are beyond the scope of the analyst's ability or responsibility; escalates and tracks the progress of all working service incidents, and provides timely customer communications reporting on progress until resolution is attained. Ensures a positive end-to-end customer experience and provides single POC for Advanced Services customer requests, service questions and feature changes. Collaborate with peer operations teams to coordinate field and customer site work as needed. Analyzes and resolves service requests or trouble reports related to Advanced Services service offerings. Communicate effectively with customers in a clear and concise manner in real-time. Contributes to departmental activities and projects by accomplishing related tasks as needed. Participate in an on-call rotation. Qualifications General knowledge of Advanced Services service offerings. Adtran/Cisco router AOS/IOS Managed Ethernet Services (E-DIA, E-LINE, E-LAN, MPLS) Hosted PBX/SIP MetaSwitch technical support experience a plus. ProConnect (Call Center, Recording, TEAMS, WebEx) SDWAN Cloud (Cloud Secure, Cloud Peer Connect, Cloud Wifi) Data Center Colocation Hands-on experience with Cisco, Adtran, Juniper, etc. along with the appropriate certifications (e.g. CCNA, CCNP, CISSP, CCSE, GCFW, CISSP, JNCIS-FWV, GCIH, etc.) Hands on knowledge working with Cisco Routers, Meraki APs, VMware Sphere, Palo Alto Firewall, VeloCloud SDWAN, NSFocus DDoS Mitigation, VoIP Telephony Working knowledge of security best practices and be able to articulate that knowledge when working with Consolidated Communications customers. Ability to understand equipment