Engineer I, Field Service Delivery

Washington, DC, United States

Job Title: Engineer I, Field Service Delivery

Department: Service Management Office > Network Operation Center

Reports to: Field Service Delivery Manager

Location: Remote, but located in the Southwest side of Washington state

Overview - About NoaNet

NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Gig Harbor, Washington. For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,300 fiber miles that provides rural areas access to broadband services, supporting last-mile providers that serve more than 260,000 customers. NoaNet’s members are nine public utility districts and a joint operating agency that have served wholesale customers in Washington State since 2000. Learn more about NoaNet at  https://noanet.net/ .

CJIS Clearance Required: Yes

Purpose of Position:  Field Service Delivery Engineers are assigned to a specific geographical area to support NoaNet customers. SDE’s Primary function will be to focus on engineering and operation duties which includes: design, build, test, deploy, provision and troubleshoot the NoaNet production Network.

Position’s Customer(s):   NOANET Management, Network Users, Internal NOANET Customer Support groups and all NOANET customers and Owner Groups.

Job Qualifications at All Levels in the Position in KSA’s

Demonstrated ability to work independently and as a member of a team.

Excellent oral and written communications skills required.

Must have the ability to train and provide technical guidance to less experienced personnel.

Superior interpersonal and professional skills; able to handle stress when working with customer and/or other employees issues with diplomacy. Must have a high degree of self-initiative and be able to prioritize and handle multiple tasks with independent decision-making.

With a focus in Customer Experience (CX):

Be the Voice of the Customer

Troubleshoot customer service issues- even those that are not our problem

Keep customers updated on trouble resolution progress ( Ticketing, Email, Phone Call)

Escalation of severe or chronic customer issues; create performance improvement plans in collaboration with the Product owners.

With a focus in Service Operations (SO):

Available for on-call support 24/7/365 ( excluding scheduled PTO )

Part of a on-call team that rotates NOC escalation responsibilities.

Dispatches for preventative maintenance, quality control inspections and repair facility equipment.

Provides engineering services expertise to internal stakeholders, owner groups and providers.

Performs the technical evaluation needed to address a given concern

Prepares the technical documentation for systems and telecommunication solutions/requisitions

Daily travel to customer job sites

Planning and coordinating with customers

Installation, testing and verification of network equipment

With a focus in Facilities Maintenance (FM):

Experience in building infrastructure equipment to include, but not limited to: generators, power distribution units (PDU), uninterruptible power systems (UPS), automatic transfer switches (ATS), HVAC, etc.

Proven ability in maintain and troubleshooting HVAC, free-air ventilation DC and AC power systems, and various building structures designed for telecommunication equipment

With a focus in MPLS/IP Network (IP):

Strong Knowledge of MPLS Networking, Ethernet Switch and IP Routing

Understanding of standard network service architectures such as MPLS VPN's and Pseudo wire.

Strong understanding of OSI model and configuration of routing protocols such as EIGRP, OSPF, MPLS, and BGP.

With a focus in Optical Transport Network (OTN):

Understanding of DWDM network concepts and components.

Broad based working knowledge of and ability to maintain complex voice, SONET transport, cable and data networking systems and standards.

Experience in a wide variety of telecommunications networks to include: ALU, Juniper, and ADVA equipment.

Knowledge of IP address nomenclature and meaning, IP protocols, IP routing, router and switch components and facilities.

Certifications Required: Industry specific certifications are highly valued and can contribute toward education. Certifications of preference; Nokia, CCNA (Cisco), Juniper certifications preferred.

Years of Experience required to meet minimum qualifications: Minimum of three year of increasing responsibility and experience in a telecommunications central office OR Operations environment is required.

Level of Education required to meet minimum qualifications:  High School diploma or equivalent required. Associates’ degree in Telecommunications, Computer Science or related field required; OR a combination of relevant education and/or work experience sufficient to perform the duties may be substituted for the degree on a year-for-year basis.

Physical Requirements:   Ability to lift and carry up to 50 lbs. and work in cramped spaces and at heights. Hearing, vision, depth perception, and hand-to-eye coordination sufficient to perform job duties. Visual and auditory acuity necessary to operate equipment and identify color-coding. Ability to tolerate temperature and weather extremes (fumes and odors, dust, low light conditions.) Strength and coordination sufficient to perform job duties.

Working Conditions: Work is normally performed in an office environment with long periods of computer work.  S hift work, overtime and travel is required.  Position is subject to dealing with difficult people and situations. Occasional exposure to Inside/outside work; noise; standing; hot/cold temperatures; vibration; cramped quarters.

Background /Security Conditions: Based on the position’s business needs, background and security checks are subject to Level 1 background checks.

Driving Requirements :  Must maintain and possess a valid driver’s license, proof of insurance, and a satisfactory driving record.

Benefits

Defined Benefit Retirement Plan through the WA State Department of Retirement Systems

457b Optional Supplement Plan

Medical, Dental and Vision insurance

Accidental Death and Long Term Disability Plan

Combined Paid Leave

11 Paid Holidays

EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.

#J-18808-Ljbffr