Metro-E Strategic Support, Engineer I (Night Shift)

Job Description

• Before You Apply

• Overnight shift: 7:00/7:30 PM – 6:00 AM MST
• 4 days/week, 10-hour shifts
• Weekend and holiday coverage required
• Metro-E and Enterprise Voice support experience strongly preferred
• Fast-paced, customer-facing technical support environment
• No current or future visa sponsorship available

Responsibilities

• Analyzing technical issues across all OSI model layers, utilizing diagnostic tools for root cause analysis
• Collaborating with cross-functional teams to address and resolve network anomalies, ensuring high customer satisfaction
• Documenting customer interactions and technical resolutions in the company's system for accurate record-keeping
• Managing relationships with Enterprise Business customers and internal teams, providing effective issue resolution and escalation when necessary
• Staying informed on industry standards and emerging technologies to recommend service enhancements
• Utilizing command line interfaces for device management, including Ciena, Juniper, Adtran, Edgewater, and Cisco
• Experience with Cada and BluePrint
• Troubleshooting and configuring complex call flows within commercial IMS and Broadsoft environments
• Escalating complex service issues with detailed analysis to higher-level support teams for efficient resolution
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Skills

• Customer-Focused
• Relationship Building
• Workplace Organization
• Professional Etiquette
• Accountability
• Technical Knowledge
• Adaptability
• Self Motivation
• Critical Thinking Problem Solving
• Communication
• Professional Integrity

Pay

Base Pay: $26.00

Benefits

• Medical, prescription, vision, and dental insurance for eligible employees.
• 401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay.
• Paid time off including eight observed company holidays and flex time.
• Exclusive perks + discounts, including tuition assistance, commuter benefits and more!

Education

Preferred: Bachelor's Degree

Relevant Work Experience

0-2 Years

Our Benefits

• We’re proud to offer comprehensive benefits to help you live your best life:
• Medical, prescription, vision, and dental insurance for eligible employees.
• 401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay.
• Paid time off including eight observed company holidays and flex time.
• Exclusive perks + discounts, including tuition assistance, commuter benefits and more!

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