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Jobs · Pennsylvania

Network Support Specialist - Tier 2

Pencor Services, Inc. · Palmerton, PA · 1 mo ago
Full-time

About the role

PenTeleData, a leader in Data Transport technologies, is seeking a Network Support Specialist to monitor, repair, and escalate core network issues in its Network Control Center (NCC). The role involves monitoring PenTeleData’s advanced MPLS network, routers, switches, and access devices; proactively identifying and resolving service issues to prevent costly interruptions; directly interfacing with customers, engineers, other employees, and vendors to troubleshoot outages and perform root cause analysis.

Responsibilities

  • Monitoring and responding to core and customer network service outages and issues, taking ownership and following through to resolution
  • Coordinating and communicating with partners, Service Providers, Vendors, and Field Service Personnel to troubleshoot and resolve service outages
  • Investigating, mitigating, and blocking potential attacks that may cause network service outages
  • Directly interfacing with commercial customers to troubleshoot and resolve problems
  • Receiving and resolving escalations from Technical Support for complex network problems
  • Supporting, troubleshooting and resolving issues in managed customers networks
  • Using escalation standards and judgment to quickly resolve service outages
  • Regularly communicating to customers and other employees the network’s “health”
  • Escalating to and working with engineering and other departments to resolve complex issues
  • Receiving and investigating service outage escalations and other issues from other departments
  • Processing subpoenas for law enforcement agencies (which may include court appearances)
  • Other duties as assigned

Requirements

  • Established residency in Pennsylvania
  • Valid PA Driver’s License and good driving record
  • Ability to reside in Pennsylvania and complete in‑person training at the Palmerton office for the first 6 months
  • Ability to work varied hours/shifts to cover for calls off or emergencies
  • Ability to be on‑call during off‑work hours

Qualifications

  • Associates Degree in Electrical Engineering, Computer Science or Telecommunications OR minimum of 2 years’ experience in the electronics/communications/computer/networking industry
  • Cisco Certified Network Associate (CCNA)
  • Knowledge and experience with Cisco products
  • General knowledge of how routing protocols work
  • Comprehensive understanding of TCP/IP and troubleshooting tools
  • Understanding of the interoperability of routers, firewalls, and switches
  • Understanding of some VoIP and Call Centers (ACD)
  • Some understanding of Docsis Cable Modem and DSL networks

Skills

  • Exceptional Customer Service Skills
  • Exceptional Communication Skills - oral and written
  • Excellent Problem-Solving Skills
  • Ability to pay attention to detail
  • Ability to use the Microsoft suite (Word/Excel/Outlook)

Schedule

Hybrid work‑from‑home schedule with shifts of 7AM‑3PM or 3PM‑11PM (includes weekends and other hours as needed for coverage). Position primarily 1st or 2nd shift; days worked (including weekends) will vary due to scheduling. May be required to cover missed shifts, which can include 7AM‑3PM, 3PM‑11PM, or 11PM‑7AM depending on scheduling needs. After completing the initial 6‑month in‑person training, work‑from‑home may be allowable up to 2 days per week. Training must be completed in person at the Palmerton office for the first 6 months.

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