OPERATIONS ENGINEER

POSITION DESCRIPTION

The Operations Engineer’s primary responsibility is to provide Tier II and Tier III support to Allied customers by resolving technical trouble tickets opened on the help desk. The typical problems include hardware and software problems, network communication/connectivity issues, and DNS Add/Change/Delete. Technical environment involves a combination of Windows (mostly XP and 2003), Unix, and Cisco networking equipment (6500/3750/3400ME/2950LRE switches and 7206/2600/2500 routers). This position requires good knowledge of Tier 1 ISP*s Routing Policies (WAN experience) as well as Network design, Routing, DNS, IP Subnetting, TCP/IP protocol, (BGP, OSFP, RIP, and EIGRP) Security: NAT Configuration, Proxy Server, and Firewalls. Telecommunications, Good knowledge of (OCx, T3, fractional T3, T1*s and fractional T1, ATM, and Frame Relay, Voice Over-IP). Hardware (Routers, CSU/DSU, bridges, multiplexers, servers and switches configuration).

Some basic level of experience with email systems is required, due to the volume of help desk issues (about 50%) involving interaction with customers requesting email changes. The email system issues are typically adding new users, deleting mailboxes, moving user boxes, and coordinating with Allied’s 3rd Party vendor. Some familiarity and experience with tracing wires and punch down blocks is also important. The customer service activities encompass technologies utilized in the delivery of services in a Broadband Internet Service Provider (ISP) environment. Support services to be provided via telephone and electronic mail. Under certain circumstances in person support services may be required.

DEFINED RESPONSIBILITIES

• Provide Tier II and some Tier III support to Allied Customers.
• Perform Domain Name Service (DNS) Add/Change/Delete requests.
• Perform Domain Name Service (DNS) trouble shooting tasks. Such as but not limited to, validating Name service resolution, identifying servicing root server(s), validating various record types A,MX,CNAME,PTR, validating IN-ADDR.ARPA domain records.
• Perform Electronic Mail Add/Change/Delete requests in the area of user mailboxes, mailing lists, Postini
• based anti-virus/anti-SPAM services and backup-MX support.
• Provide technical and non-technical support in the use of ATG provided electronic mail services. Such as, but not limited to, Mailsite and Postini.
• Perform Web Site support services in the area of add/change/delete of Web services in Apache and IIS environments.
• Perform VLAN configuration in support of Add/Change/Delete requests for ATG Managed Office Suite customers.
• Cisco router & switch configuration, support, and troubleshooting ISP technologies. Such as but not limited to xDSL, DS1, Ethernet.
• Effectively communicate technical information to non-technical audiences.
• Utilize ATG vendor support systems to assist in trouble shooting of vendor provided broadband circuits.
• Utilize ATG vendor Trouble Ticket systems to enter/update/track ticket status and problem resolution.
• Utilize ATG Trouble Ticket system to enter/update/track all customer service issues.
• Utilize trouble shooting skills to identify customer issues quickly.
• Perform *on call* duties as required.
• Perform related duties as assigned.

What are the benefits of working for Allied?

ATG provides employees an interactive and innovative environment! Your voice is heard and your suggestions are taken seriously. ATG provides excellent benefits including: Life & Disability Insurance that is 100% Paid for by ATG, Dental and Major Medical as well as a 401(k) Plan, and Paid Time Off, and Paid Holiday.

If you are interested in joining our team, please email your resume to careers@alliedtelecom.net.