Engineer I, Field Service Delivery

Northwest Open Access Network

Full-time - Entry Level

Remote

Telecommunications

About the position

The Engineer I, Field Service Delivery position at NoaNet is a critical role within the Service Management Office, specifically in the Network Operation Center. This position is primarily focused on supporting NoaNet customers by performing engineering and operational duties. The Engineer will be responsible for designing, building, testing, deploying, provisioning, and troubleshooting the NoaNet production network. This role requires a strong emphasis on customer experience, ensuring that customer service issues are addressed promptly and effectively, and that customers are kept informed throughout the resolution process. Field Service Delivery Engineers are assigned to specific geographical areas, and they will work closely with various stakeholders, including NOANET management, network users, and internal customer support groups. The position demands excellent communication skills, both oral and written, as well as the ability to train and provide technical guidance to less experienced personnel. Engineers must demonstrate superior interpersonal skills and the ability to handle stressful situations with diplomacy. In addition to customer service responsibilities, the role includes on-call support, preventative maintenance, quality control inspections, and providing engineering expertise to internal stakeholders. Engineers will also be involved in the installation, testing, and verification of network equipment, as well as maintaining and troubleshooting various building infrastructures related to telecommunications. A strong knowledge of MPLS networking, Ethernet switching, and IP routing is essential, along with an understanding of optical transport network concepts. Candidates are expected to have a minimum of three years of experience in a telecommunications environment, along with relevant education or certifications. Physical requirements include the ability to lift up to 50 lbs, work in cramped spaces, and tolerate various environmental conditions. The position may involve shift work, overtime, and travel, and is subject to background checks. NoaNet is committed to providing equal employment opportunities and values diversity in the workplace.

Responsibilities

• Design, build, test, deploy, provision, and troubleshoot the NoaNet production network.
• Troubleshoot customer service issues and keep customers updated on resolution progress.
• Escalate severe or chronic customer issues and create performance improvement plans in collaboration with product owners.
• Provide on-call support 24/7/365 as part of a rotating NOC escalation team.
• Dispatch for preventative maintenance, quality control inspections, and repair facility equipment.
• Prepare technical documentation for systems and telecommunication solutions/requisitions.
• Plan and coordinate with customers for installation, testing, and verification of network equipment.
• Maintain and troubleshoot building infrastructure equipment including generators, PDUs, UPS, ATS, and HVAC systems.
• Evaluate technical concerns and provide engineering services expertise to internal stakeholders and owner groups.

Requirements

• Demonstrated ability to work independently and as part of a team.
• Excellent oral and written communication skills.
• Ability to train and provide technical guidance to less experienced personnel.
• Superior interpersonal and professional skills, able to handle stress diplomatically.
• High degree of self-initiative and ability to prioritize and handle multiple tasks with independent decision-making.
• Strong knowledge of MPLS networking, Ethernet switching, and IP routing.
• Understanding of standard network service architectures such as MPLS VPNs and Pseudo wire.
• Familiarity with the OSI model and configuration of routing protocols such as EIGRP, OSPF, MPLS, and BGP.
• Understanding of DWDM network concepts and components.
• Experience in maintaining complex voice, SONET transport, cable, and data networking systems.

Nice-to-haves

• Industry-specific certifications such as Nokia, CCNA (Cisco), or Juniper certifications.
• Experience in a telecommunications central office or operations environment.

Benefits

• Defined Benefit Retirement Plan through the WA State Department of Retirement Systems
• 457b Optional Supplement Plan
• Medical, Dental and Vision insurance
• Accidental Death and Long Term Disability Plan
• Combined Paid Leave
• 11 Paid Holidays