Communications Engineer


The Communications Engineer is responsible for networking service and support needs for our customers. This relates to all network technology, to include: VoIP, Wireless, Firewalls, networks, and vendor specific hardware and software (Cisco, Fortigate, HP, Netgear, Shoretel, etc).


Essential Duties and Responsibilities:


Network support relating to technical issues involving all networking systems
VoIP and traditional telecommunications systems service and support
Administration and maintenance of VOIP systems, switches, routers, firewalls, wireless systems
Work with telecommunications carriers for troubleshooting of voice and data circuits
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Network documentation including any changes made and Visio diagrams
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages



Additional Duties and Responsibilities:


Improve customer service, perception, and satisfaction
Ability to work in a team and communicate effectively
Escalate service issues that cannot be completed within agreed service levels
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in ConnectWise as it occurs
Work through a daily schedule in ConnectWise that has been established through the dispatch process
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets into ConnectWise
Work through project tickets and phases in ConnectWise as assigned by a Project Manager
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry



Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


In-depth knowledge and expertise in VoIP protocols
Comprehensive knowledge of the fundamental concepts used in traditional Network systems
Working knowledge of access network issues that impact network performance as well as their measurement and analysis
Understanding of networks including cable modems, DSL, and wireless
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment