Job Information
CBTS Technology Solutions LLC Comms & Network Engr II in Chennai, India
Position : Comms & Network Engr II
Location : Manapakkam, Chennai, IND-TN
Requisition ID: : BRW5264
Job Purpose
This position is responsible for dedicated customer service and technical support for CBTS business products consumed by a strategic Enterprise customer including but not limited to Broadworks, WebEx, Microsoft Teams, Meraki, VeloCloud, and PDUs as well as collaboration with CBTS AWS and CBTS Patching Engineers. This operational position requires Engineering to speak directly to customer resources and CBTS resources via an inbound call center as well as during critical outage bridges about a wide variety of technical issues/requests. This position will also act as an escalation point for Level I engineers on a variety of issues/requests. Responsibilities will include providing the necessary support in order to resolve the customer's issues, to fulfill requests, and to handle or oversee scheduled maintenance events in a manner that meets or exceeds agreed upon Service Level Agreements (OLAs/SLAs) with internal/external teams and stakeholders.
Essential Functions
Provide technical support for voice and data business products provided by CBTS including but not limited to incident management, task management, change management, and proactive platform stability monitoring (50%)
Document work updates in a company-provided ticketing system until resolution is complete and ticket is resolved (20%)
Provide recommendations to be considered in developing the Technology roadmap. (10%)
Collaborate closely with Enterprise Architects, Security, and IT staff to drive company objectives (10%
Serve as the Escalation Manager for internal and external stakeholders including facilitation of and/or participation in declared P1s/Major Incidents (5%)
Collaborate with the assigned Service Delivery Manager, internal stakeholders, and vendors to fulfill any RCA/RFO requests. (5%)
Other duties as assigned
Education
- Four years of College resulting in a Bachelor's Degree or equivalent
Certifications, Accreditations, Licenses
ITIL Foundations Certification Required
Net+ Required -- CCENT Preferred
Cisco CCNA Certification Required
Cisco CMNA Certification Required
Junos JNCIA Preferred
VeloCloud SDWAN Troubleshooting Certification Required
WebEx and Microsoft Teams experience Required
SIP School Certification SSCA Preferred
Experience
5+ years of experience in a Service Desk and/or Technical Support environment
5+ years of experience in VoIP and Network Engineering in a Managed Service Provider or similar workspace
Special Knowledge, Skills, and Abilities
Experience in Data Center and Enterprise Routing and Switching is required
Ability to troubleshoot large enterprise networks
Experience supporting network security devices (IPS/IDS, Firewalls, Load balancers) and Encryption devices
Proven experience working with Network Management and Analysis tools
Experience with providing technical input on the VoIP and Networking needs of all software and hardware used in the customers environment
Experience working with VoIP Networking
Experience working with Cloud Networking
Experience with Cisco Broadworks, Cisco Meraki, VMware, Palo Alto, SASE, and any other SDWAN vendor
Experience with Azure, AWS and/or GCP a plus
Excellent written and oral communication skills
Ability to think technically then translate into clear verbal and written communication for technical and non-technical audiences
Excellent customer service and conflict resolution skills
Solid understanding of Information Technology and computing systems
Solid networking fundamentals
Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
Familiar with ServiceNow Management System
Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies
Ability to help others while meeting individual performance goals
Ability to work remotely
Supervisory Responsibility
This position does not have any supervisory responsibilities.
Work Environment
The work is primarily performance in an office or remote environment.
About Us
CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com .
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.
CBTS Technology Solutions LLC
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