Job Description

Network & Telecom Support Engineer II

The Network & Telecom Support Engineer II is responsible for the support, implementation, and maintenance of the organization's network infrastructure and telephony systems. This entry-level role assists in the deployment and optimization of networking technologies, including routers, switches, firewalls, and wireless access points, while also managing and supporting cloud-based telephony platforms such as Cisco Webex Cloud, Webex Contact Center, and Vonage Contact Center. The engineer will work collaboratively with senior engineers and cross-functional teams to ensure the reliable, secure, and efficient operation of both network and telecom environments that support the business.

Principal Duties and Responsibilities:

• Assist in the deployment of network infrastructure, including routers, switches, firewalls, and wireless access points.
• Participate in the implementation and configuration of network solutions, ensuring alignment with organizational standards and best practices.
• Deploy network configuration through automated workflows following CI/CD practices.
• Contribute to the deployment of Software-Defined Wide Area Network (SD-WAN) solutions to improve network efficiency and reliability.
• Assist in the implementation of cloud connectivity solutions, optimizing for performance, security, and cost-effectiveness.

• Assist in operating and optimizing cloud-based telephony systems, including Webex Cloud for internal telephony, Webex Contact Center for IT Service Desk operations, and Vonage Contact Center for sales and customer care.
• Support the configuration and administration of telephony systems, leveraging automation tools and DevOps principles where applicable.
• Assist in the integration of telephony solutions with other IT systems and platforms.
• Monitor telephony system performance and usage metrics, analyzing data to ensure optimal performance and identify areas for improvement.
• Assist with telephony-related projects, including system upgrades, migrations, and new implementations.

• Provide on-call service 24x7 for Tier 2 support in partnership with Service Desk for network and telephony-related issues, troubleshooting and resolving problems in a timely manner.
• Monitor network and telephony performance using monitoring tools to identify and address potential issues proactively.
• Assist in the administration of network and telephony security services, including updating rules and filters to maintain a strong security posture.
• Support infrastructure maintenance activities, including upgrades and vulnerability patches.
• Collaborate with vendors and PSTN partners to resolve issues, manage upgrades, and maintain service contracts.

• Contribute to the development and enforcement of Standard Operating Procedures (SOPs) for network and telephony operations.
• Identify opportunities for operational process improvements, supporting initiatives to enhance efficiency and service quality.
• Assist in maintaining up-to-date documentation, including network diagrams, telephony configurations, and standard operating procedures.
• Develop and deliver training materials and documentation for end-users on telephony and network systems.

Education: Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related field; or equivalent work experience.

Experience: 1–2 years of relevant work experience in computer networks, telephony, or related IT support roles. Exposure to enterprise office and data center environments is a plus.

Certifications: Certifications such as ITIL, Cisco CCNA, CompTIA Network+, or similar are preferred but not required.

Workflow Automation: Identifying repetitive, rule-based tasks and leveraging AI to execute smart automations that save time and manual workload.

Networking Technologies: Basic proficiency in configuring and managing network devices, including routers, switches, and firewalls. Familiarity with Cisco/Meraki, Cisco Catalyst, Cisco Nexus, and Palo Alto Networks is a plus.

Telephony Systems: Foundational understanding of cloud-based telephony systems, including Cisco Webex Cloud and VoIP/SIP protocols. Experience with contact center platforms is a plus.

Security: Knowledge of network and telephony security best practices, including compliance with security policies and industry regulations.

Technical Proficiency: Familiarity with automation tools, GitHub, and CI/CD practices is beneficial.

Troubleshooting: Strong problem-solving and analytical skills, with the ability to diagnose and resolve network and telephony issues efficiently.

Team Player: Ability to work collaboratively with senior engineers, IT teams, vendors, and other stakeholders to achieve shared goals.

Communication: Effective written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.

Customer Focus: A commitment to providing high-quality support and improving the user experience for both internal and external stakeholders.

Detail-Oriented: Strong attention to detail, ensuring accuracy in configurations and documentation.

Adaptability: Ability to adapt to new technologies and processes in a dynamic work environment.

Continuous Learning: Commitment to staying current with industry trends and pursuing relevant certifications and training opportunities.

Travel: Willingness to travel occasionally to support network or telephony installations and upgrades at remote locations.

This role is ideal for a motivated individual looking to build a foundation in both network engineering and telecommunications, gaining hands-on experience across infrastructure, cloud connectivity, and enterprise telephony systems.

Physical Requirements

This is primarily a sedentary office position which requires the incumbent to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the associates. Duties, responsibilities, and activities may change at any time with or without notice.

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