Customer Installation Engineer (Contract to Hire)

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

The Installation Engineer will be involved in a range of activities to support of both client and network infrastructure. Further the role requires providing technical support for internal TNS teams and for customers who are in the process of activating services on the TNS network. Moreover, the technician will engage in the delivery (configuration, installation, testing and acceptance) of circuits and various types of TNS network devices. The technician will also support with a wide variety of TNS’s IP products and solutions for new projects coming into the group by complying and implementing configuration templates for both network and client devices. This is a technical position and requires an ability to combine independent working, sometimes outside of business hours, with a willingness to contribute to team objectives and maintain high standards whilst delivering business growth as part of TNS overall corporate strategy.

Responsibilities

Key Responsibilities

Client Support Activities

• Configure, install, maintain, test and troubleshoot TNS network devicesa variety of devices such as router firewalls, switches,
• and both backbone and intra connection circuits.
• Work with Telecommunications companies to bring new circuits into service using a variety of technologies including dial,
• Ethernet, DSL, SD WAN, VPN and MPLS.
• Support the implementation of network infrastructure projects from design state to installed and operational status.
• Provide real-time installation support to customers and/or field technicians via phone or other inbound communication
• channels.
• Support customers during router installation and associated activities, including patch cabling and cross connects, and work
• closely with Field Technicians on installation, configuration and troubleshooting tasks.
• Remain logged into the Installations phone queue during business hours to take calls from customer engineers at the point of
• device installation.
• Implementation of IP related services for TNS customers solutions.
• Fulfillment of customer managed service requests to include migrations, changes and disconnects of IP connectivity
• within defined procedures and SLAs.
• Work closely with Project Managers and Service Transition Managers to plan and implement the proposed solution.
• Manage a shared mailbox, ensuring emails are responded to in a timely manner and archival processes are followed.
• Ensure that the configuration database integrity is always maintained and highlight where existing data requires updating.
• Provide updates to technical documentation to ensure each customer solution is provided to the Operations support groups in
• a timely manner.
  
  

Network Support Activities

• Configure, install, maintain, test and troubleshoot a variety of devices such as router firewalls, switches, and both backbone and intra connection circuits.
• Work with Telecommunications companies to bring new circuits into service using a variety of technologies including dial, Ethernet, DSL, SD WAN, VPN and MPLS.
• Support the implementation of network infrastructure projects from design state to installed and operational status.
• Provide real-time installation support to customers and/or field technicians via phone or other inbound communication channels.
• Support customers during router installation and associated activities, including patch cabling and cross connects, and work closely with Field Technicians on installation, configuration and troubleshooting tasks.
• Implement IP related services for TNS customers solutions.
• Complete of customer managed service requests to include migrations, changes and disconnects of IP connectivity within defined procedures and SLAs.
• Work closely with Project Managers and Service Transition Managers to plan and implement the proposed solution.
• Manage a shared mailbox, ensuring emails are responded to in a timely manner and archival processes are followed.
• Ensure that the configuration database integrity is always maintained and highlight where existing data requires updating.
• Provide updates to technical documentation to ensure each customer solution is provided to the Operations support groups in a timely manner.
• Keep abreast of changes to TNS infrastructure designs, new products and strategic direction and incorporate into existing processes as necessary.
• Build and consolidate professional working relationships with technical peers within customer organizations and with other similar TNS teams around the globe.
• Proactively highlight where processes can be made more efficient and consider the use of automation tools as necessary
• Maintain strict adherence to TNS’ Change Management policies and provide technical input and analysis to problem tickets as necessary
  
  

Qualifications

Additional Activities

• Build and consolidate professional working relationships with technical peers within customer organizations and with other
• similar TNS teams around the globe.
• Take responsibility for the shared mailbox, ensuring emails are responded to in a timely manner and archival processes are
• followed.
• Ensure configuration database integrity is always maintained and highlight where existing data requires updating.
• Identify configuration issues prior to implementation and engage other technical teams to help find a resolution.
• Proactively highlight where processes can be made more efficient and consider the use of automation tools as necessary
• Take an active role in understanding new TNS products and service offerings including changes to proprietary software
• functionality and operation.
• Maintain strict adherence to TNS’ Change Management policies and provide technical input and analysis to problem tickets as
• necessary
  
  

Desired Competencies

• Fluent English language skills, written and oral
• Able to multitask under pressure and quickly switch between tasks and communication media whilst maintaining quality and focus
• Strong desire for personal development and to enhance technical capabilities, assisted by an individual career development plan
• Confident and dynamic in the workplace, with an ability to quickly form relationships with peers and other technical teams within TNS
• Working knowledge of Linux/UNIX
• Excellent understanding of LAN and WAN technology, including TCP/IP, dial, SSL/TLS, VPN, DSL and, increasingly, cellular technology
• Exposure to commonly used credit card protocols, message formats and other transaction types
• Use time management tools to assist with project task tracking and reporting
• Working knowledge of Cisco and Juniper routers and switches, including product selection, configuration and command line skills.
• Work to a flexible timetable, predominantly during core office hours but including outside of business hours as directed, especially important given the diverse time zones the team cover
• Sound knowledge of SD-WAN systems, configuration and protocols.
• Proficiency in routing protocols and redundancy, including HSRP, NAT, EIGRP, BGP and MPLS
• Exposure to security and encryption protocols, including VPN, SSL/TLS, IPSec and firewalls
• Basic knowledge of scripting languages, including Perl, Python, Linux shell scripting and Visual Basic for Applications
• Knowledge of Cloud-based service platforms such as AWS and Azure
• For this role, we anticipate paying $25 - $29 per hour. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.
• Experienced user of Microsoft Office, particularly Outlook, Word, Excel and Visio
  
  

Desired Experience

• At least 2 years’ experience working in a Telecoms or Data Communications environment encompassing the desired competencies and experience as detailed above.
• Delivery of mission critical services using Broadband or Mobile connectivity
• Experience of managing a high volume of small tasks or projects
• Telephone queue management and customer interaction
  
  

Education and Training

• Educated to Degree standard in a relevant technical subject, for example Computer Science, Electronic Engineering or Telecommunications, or having equivalent industry experience
• Currently active Cisco certification, CCNA or equivalent preferred
• Fortinet certification NSE 5 or equivalent
• ITIL Foundation certification desirable
  
  

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.