Advanced Technical Support Engineer

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Join the Future of Connectivity with Metronet and Vexus!

Are you ready to launch your career with one of the nation's fastest-growing fiber-optic powerhouses? Welcome to Metronet and Vexus, where we don't just build networks; we build communities.

Recently, Metronet acquired Vexus, and effective January 1^, 2025, all Metronet and Vexus associates will be combined into one organization: Metronet. The Vexus brand will remain during the transition.

Advance Technical Support Technician

As an Advance Technical Support (ATS) SME, will provide high-level technical assistance and in-depth expertise to resolve complex issues. They will also serve as the escalation point for the Metronet business support teams. The Technician will rely on instructions and pre-established guidelines to perform the job functions which will typically require working independently and closely with higher-level technicians, engineers, supervisors, or Managers as needed.

ESSENTIAL JOB FUNCTIONS:

• Configuration, administration, and maintenance of Layer 1,2, and 3 devices supporting VLANs, Tunnels, QoS
• Troubleshoot and resolve voice and data issues using specific application ports and protocols
• Design and deploy scalable and reliable IP network solutions
• Perform regular routing network upgrades and patch management
• Recommend and implement improvements to enhance network performance and reliability
• Working closely with developers and engineers to understand and resolve deep-seated issues or bugs
• Discovering and identifying software defects that require code modifications or updates
• Act as the go-to expert for complex technical issues, ensuring service reliability, availability, and compliance with Customer Service Level Agreements (SLA)
• Take ownership of each incident and perform escalations where required
• Identifying and responding to unique technical evaluations, troubleshooting issues, and taking corrective actions to minimize downtime
• Provide incident reporting, resolution, and problem management
• Identify, develop, and provide training that teaches troubleshooting techniques, customer service best practices, and new software and technologies
• Contribute documentation to the internal knowledge base, ensuring the proper documentation exists for common, recurring issues
• Communicate event details and updates to internal Metronet teams and executives
• Communicates daily with multiple departments within Metronet, other telecommunication providers, and vendors to discuss and coordinate troubles/outages and projects
• Analyze network logs and system behavior to diagnose the root cause of problems and implement solutions
• Direct involvement with engineering groups and vendors to track and implement restoration efforts
• Perform and interpret industry standard tests such as RFC2544, y.1564, y.1731 and BER testing
• Provide 3rd-level support for Tier 1 & Tier 2 groups to work internal and external escalations and driving issues to resolution
• Perform on-call functions being available when needed off hours, weekends, and holidays
• Perform other duties assigned by the ATS Management team
• All other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

• Extensive understanding of network protocols (TCP/IP, UDP, routing protocols)
• Must have a thorough knowledge of the OSI model and how it pertains to various transmission protocols and multi-protocol routing, including VRF, VPN, EIGRP, BGP, OSPF, VPLS, and VPRN
• Extensive knowledge of Equipment configuration and troubleshooting
• Must have a detailed understanding of IEEE and ITU standards for FTTH & GPON technologies
• Must be legally authorized to work in the U.S.

ADDITIONAL JOB REQUIREMENTS:

• Ability to work under pressure, make quick decisions, and prioritize work while multitasking
• Ethernet and Mobile Backhaul Experience is a plus
• Experience with PON/GPON-based services is Desired
• Experience working with MPLS and designing layer 2 and layer 3 private networks
• Extensive experience with Ethernet/TCP/IP Networking

Join us and find out what it means to love your career!

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks-we're focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.

Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match with immediate vesting. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet - a company where your success builds stronger communities, and your future is limitless.

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran