Managed Response Engineer

FirstLight is searching for a Managed Response Engineer with a primary focus on data technologies, who thrives in a dynamic technical environment that will challenge you every day! This position is a technical support (PRIMARY) and implementation (SECONDARY) position entailing (PRIMARY) Routing/Switching, Wireless, Security, and Data Center, as well as (SECONDARY) Voice over IP (VOIP) solution support (network side). You will establish and maintain network performance by building network configurations and connections and troubleshoot network problems. You will work with assigned customer(s) who have aggressive SLA commitments, and/or specific managed services contract obligations. This position is critical to succeeding up market with large customers running complex communications networks.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Establishes networking environment by designing system configuration; directing system installation; defining, documenting, and enforcing system standards.
• Responsible for providing project, repair, and account support for all FirstLight Advanced Technology Group customers.
• Supporting key data-based technologies within customer environments, including, but not limited to:
  1. Route/Switch (Cisco and Meraki), Firewalls (Cisco, Meraki, and Palo Alto), Data Center (Cisco UCS, VMware ESX), SD-WAN (Cisco/Viptela, and Meraki), Wireless (Cisco and Meraki), Diagnostic Tools (Sniffers, Protocol Analyzers, etc.), and VPN (Cisco, Meraki)
• Create and Maintain customer documentation as required and/or appropriate.
• Maximizes network performance by monitoring performance; troubleshooting network problems and outages; scheduling upgrades; collaborating with network architects on network optimization.
• Secures network system by establishing and enforcing policies; defining and monitoring access, and/or installing system patches as required.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the customer and FirstLight.
• Perform special projects and other duties as assigned.
• Flexible work schedule required, may vary depending on needs of customer.
• Participate in on-call rotation.

QUALIFICATIONS, KNOWLEDGE, and SKILLS:

• A successful candidate should have a CCNP or higher knowledge / skillset. Any data focused specialization is acceptable (Route Switch, Wireless, etc.). Must be willing to obtain CCNP certification if not currently held.
• Minimum of five (5) years relevant experience; or equivalent combination of education and experience. Prior work in a technical support / help desk environment a plus.
• To be successful, a candidate must be a self-motivated leader who can create trust within the organization and work collaboratively with all levels of the organization. Also, a candidate must be organized and results focused in delivering favorable financial results and supporting work.
• FirstLight strives for high integrity in all our dealings with customers, employees, and suppliers. A candidate must demonstrate this value system and represent that to customers in every engagement.

WORK ENVIRONMENT / PHYSICAL DEMANDS:

The work environment characteristics and physical demands described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee frequently is required to walk, sit, use hands and fingers, handle objects, controls, and tools, talk and hear, stand, and reach with hands and arms. Occasional travel is required to customer locations. Employee will be exposed to driving conditions in remote areas in all weather conditions. The employee must occasionally lift and/or move up to seventy (70) pounds, pull cables, and use various hand tools including a razor knife, diagonal crimp, and screwdrivers. Specific vision abilities required by this job include close vision and the ability to distinguish between wire and cable colors.

About FirstLight:

FirstLight, headquartered in Albany, New York, provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.

FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.