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 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 are also required.

Technical Support Engineers will provide 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 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.

Responsibilities:

Technical Leadership - 50%

• Direct and advise on the implementation of necessary actions to improve or correct the situation.
• Facilitate the 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 customers.
• Provide the necessary leadership to engage cross-functional teams.
• Develop and coach front line staff.
• Provide leadership and technical support to investigate and discover root causes of major incidents.
• 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 the fraud system and 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 requirements are fully met.
• Unify and unite 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 rollouts 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 requirements 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 aid the Operations teams in being more effective at solving network issues.
• Drive the efficiency and effectiveness of the Problem management process and provide expert advice on the development of Problem management system and strategies.
• Analyze 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 i.e., 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.