Job Description

DUTIES AND RESPONSIBILITIES

Customer Service:

Take phone calls from customers with service issues, and either resolve or escalate.

Provision and troubleshoot for residential and business customers:

• Optical Network Terminals for data and voice services

• Router/Gateways, including Wi-Fi

• Wi-Fi extenders

• Grandstream (or others) VoIP phones and PBX units

Verify MAC address learning, VLAN membership, Wi-Fi channels and SSIDs, DHCP leases, and static IP address assignment during service turnup and while troubleshooting

Conduct remote and on-site (as required) troubleshooting, including but not limited to, Pinging, Route tracing, Iperf tests, etc.

When required, assist in pulling fiber to premise, and other installation tasks

When required, visit customer sites, network cabinets, and primary nodes for work and escorting authorized visitors

Network Support:

Configure and troubleshoot switches and routers for VLAN (802.1q and q-in-q) membership/trunking, virtual interfaces (Juniper IRB, Cisco VBI, etc.), NTP, STP, DNS, etc.

Configure and troubleshoot routing, including static routes, OSPF, and BGP.

Configure and troubleshoot firewall policies on Juniper, Cisco, pfSense, and other platforms.

Configure and troubleshoot DWDM networks

Configure and troubleshoot:

• Infinera TM-3000/HDEA switching/transport equipment

• Juniper MX series routers

• Calix AXOS and EXA E7 switches and related ONTs

• Cisco ASR routing platforms

• Cisco and Juniper switches

• PfSense firewalls (appliance and virtualized)

Administrative Support:

Configure and provision network ports and VoIP phones for internal use

Create and maintain network documentation, policies, diagrams, etc.

Enforce and draft (as required) network standards, work standards, and network policy.

Maintain and monitor (as part of the NOC team) the network monitoring systems

Serve on the rotating On-Call Engineer schedule

Develop and execute test plans to check infrastructure and system performance

Qualifications/Experience

CCNA, Network+, or equivalent experience required

Expert understanding of OSI Model as a troubleshooting methodology

Strong understanding of TCP/IP, DHCP, DNS, NTP, and SNMP

Experience with OSPF and/or BGP

Familiarity with TR-069, STP, G.8032/ERPS, PRTG (or other) network monitoring desired

Familiarity with E-Line, E-LAN, E-Mesh Metro ethernet standards desired

Familiarity with VoIP a plus

Strong troubleshooting and critical thinking skills.

Strong attention to detail.

Ability to deal with change.

Excellent written and verbal communications skills.

Company Description

Onward represents a fundamental CHANGE in telecommunications. Onward sells IP (Internet Protocol) from the ground up. Unlike other networks, we started with an all fiber network, that means no copper and none of the limitations that come with it. With this strong foundation, we created efficient operational processes and dynamic applications to support our top priority, the customer. This represents products that are flexible and easily adapted to keep up with a fast paced, technology driven market. Services can be installed in days, not weeks or months. Customers are Number 1.