Technical Support Engineer

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Technical Support Engineer to work with minimum supervision in a dynamic environment to drive the stability and sustainability of our voice platforms, supporting networks and to develop innovative ways to automate and scale our network as we evolve. Our ideal candidate is very detail oriented, possesses strong written and verbal communication skills and has significant experience in supporting large scale carrier class networks. Strong network implementation and troubleshooting skills combined with a proven documentation methodology is also required. Significant written and verbal communication skills and an ability to interact efficiently with peers and customers are required.

Technical Support Engineers will provide the Technical Leadership during New Technology and Services Introductions and will be the Subject Matter Expert that will take a Lead role in Supporting all network systems and technologies in the production Voice and Data network networks. Technical Support Engineers will be the senior escalation points for functional technical teams within Customer Operations, Service Activations, and lead all interactions and service improvement initiatives on behalf of Architecture. Technical Support Engineers will lead the communications and collaboration across multiple functional teams to drive service, network, and system improvement and optimization initiatives.

*This position can be located anywhere in the Continental US.

Technical Leadership - 50%

• Direct and advise on implementation of necessary actions to improve or correct the situation.

• Facilitate problem management escalation process and deliver a strong effort on Problem Management and Problem tracking report identified as significant to the business.

• Develop code in Automation and Scripting environments.

• Evidence of trend analyses and the justification of preventive actions.

• Act according to priority and provide time sensitive support.

• Perform proactive trending analysis to ultimately identify trends and potential problems.

• Develop and Present Problem Management Reports and script Alerts and Notifications for important network events.

• Lead Communications and delivery of information between functional teams and customer.

• Provide the necessary Leadership to engage cross functional teams.

• Develop and Coach Front Line Staff.

• Provide the leadership and technical support to investigate and discover root causes of major incidents and chronic.

• Provide Effective Level 3 Support.

• Provide Support and Technical guidance to Customer Operations technical team, and internal support groups.

• Provide After hours On-Call Escalations Support.

• Work with the Vendor during Complex Escalations.

• Act as an escalation point for operations teams on major failures and technical issues.

• Collaborate with Legal entities to support law enforcement requests.

• Support of the Fraud system and supporting Service Assurance on fraud cases.

Operational Leadership- 40%

• Manage an effective working relationship with internal and external partners and across key lines of business.

• Informative and Constant Communication between all stakeholders and functional teams.

• Focus on the delivery of solutions and project initiatives that capture quantifiable value increasing revenue growth, reducing operational cost and service quality while building a culture emphasizing collaboration in the delivery of high-quality output across multiple channels.

• Partner and engage key organizational units to ensure the delivery of quality-controlled services while effectively ensuring Customer Operation business requirement is fully met.

• Unify and United Functional Team Representation on behalf of Operations Engineering, Service Activations, Network Repair and Service Assurance.

Training Leadership - 20%

• Perform Group training to support new product roll outs and to support the lifecycle of legacy platforms and services.

• Leverage escalation opportunities where possible to train Operations team members by working through them in a collaborative way.

• Act as the Lead Training Consultant for the Operational Team to determine needs and requirement based on new services and technologies.

Problem Solving

• Collaborate with the Operational teams to develop consistent problem solving techniques and to identify tools and documentation that can aide the Operations teams in being more effective at solving network issues.

• Drive the efficiency and effectiveness of the Problem management process and provides expert advice on the development of Problem management system and strategies. Includes formulating plans and strategies to investigate and resolve incidents and problems, assessing probable causes of incidents and consequences of existing problems and known defects, in order to improve network Performance.

• Analyzes major incidents and problems which may have extreme impact on the user community or breach service level agreement.

• Ongoing challenge to Investigate participate in defining, planning and justifying (in business terms) projects to develop/implement automated and non-automated components of new or changed processes.

Qualifications:

• Bachelor's degree or diploma in IT or Computer Engineering and/or the equivalent combination of education and work experience.

• Minimum of nine (9) years or more industry experience in several of the following technologies:

• SS7 and SIGTRAN.

• Voice Switching Platforms (DMS 250/500, CS2K, Metaswitch).

• DACS - Digital Cross Connect Systems (Titan, Tellabs, Alcatel).

• Data Technologies MPLS/VPLS, Ethernet and IP.

• Optical Transport Wavelength and SONET.

• SWE, ANDA, Alcatel, FORE, Xylan, Zhone MALC Platforms.

• Routing protocols, IP, MPLS, VPLS configuration & troubleshooting abilities of Cisco, Juniper Routers and Alcatel Lucent Service Routers.

• Routing protocols including BGP, ISIS, OSPF, EIGRP etc.

• MPLS, VPLS, multicast, multicast VPN, IPv6, 6PE and 6VPE.

• Expert level knowledge and in-depth hands-on experience with Cisco platforms including GSR, ASR and ISR G2 series routers; in-depth hands-on experience with both Cisco IOS and XR.

• Ability to test, diagnose and resolve complex data service issues, congestion problems, vendor incompatibilities and investigate hardware/software failures.

• Advanced knowledge of test equipment ie. IXIA & EXFO.

• Internet technologies (Security, Firewall, Encryption, IDS, IPS).

• Excellent knowledge of scripting and development languages (Python, Java, C ...).

• Excellent Knowledge of Cisco NSO and developing within that environment.

Base Pay Rate: $37.31 - $49.74 USD/hour, commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.