Network Support Engineer, Level 2

Location: Newark, NJ


Employment type: Full Time

Position Description

BITS is seeking an experienced Level 2 Network Support Engineer to join our growing team in Newark, NJ. The ideal candidate must have strong Cisco networking experience, a dedicated problem solver, excellent written and verbal communication skills, and high enthusiasm for the team/customer success.

The Level 2 Network Support Engineer is primarily responsible for the escalations from the TSC Engineer Level 1 and TSC Administrator. This role requires excellent user engagement skills, effective communication and TSC team development and training. The ideal candidate should be a strong collaborator, creative problem solver, and someone who enjoys learning and sharing knowledge.

Position Responsibilities
  • Responsible for all customers and level 2 escalations.
  • Maintains regular customer communications through resolution.
  • Provides professional and courteous service to all customers and ensures a positive call experience.
  • Responsible for all assigned NETWORK customer questions or issues relative to all services or equipment managed by BITS.
  • Rotational off hour on call responsibilities.
  • Responsible for all Level 2 escalations from the TSC team.
  • Advanced Cisco Switch and  Router configuration, implementation and problem resolution.
  • Advanced knowledge of different transport: MPLS / Broadband /Fiber / Ethernet circuit implementation and problem resolution.
  • Advanced Network Performance Monitoring (NPM) analysis.
  • Advanced latency and routing analysis and problem resolution.
  • Advanced knowledge of routing protocols (EIGRP, BGP, TCP/IP).
  • Advanced knowledge of protocols and areas including: DMVPN, VRF, NAT, PAT, Subnetting, Layer 3 switching, WiFi (Meraki), DNS, DHCP .
  • VLAN implementation and problem resolution.
  • Advanced related services implementation and problem resolution.
  • Maintain technical or product development projects.
  • Experience with Cisco TAC
  • Provide required mentorship and training of  TSC personnel.
  • Maintain 3rd  Party Vendor Projects
  • Conducts conference calls with 3rd party vendors and customers as required.
  • Develops action plans relative to customer issues or requests.
  • Prepares and implements custom configurations as required.
  •  Bachelor’s Degree in Computer Science or other technical related field or 3 years of relevant networking field experience.
  • CCNP certifications or relevant experience are preferred.
  • Knowledge of networking, network operations, maintenance of a network infrastructure.
  • 5+ years of experience in technical support, help desk, or claims desk.
  • Experience in a high-volume/fast-paced call center where a large number of calls and emails are exchanged and customer satisfaction is a priority.
  • Experience in a customer-focused role.
  • Customer Service Skills.
  • Communication Skills both verbally and in writing.
  • Advanced Troubleshooting and Problem-Solving Skills.
  • Ability to handle multiple tasks with competing deadlines.
  • A sense of urgency in resolving customer issues.
  • Attention to detail.
  • Professional Team player
Benefits and Incentives
  • Medical, Dental, Vision
  • 401(k) Matching
  • Group Life Insurance
  • Bonus
  • Educational Assistance Plan
  • Transportation  Benefits
  • 23 Annual PTO days
  • Holiday Pay
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