Network Field Engineer

About the position

FastBridge Fiber is a modern fiber-optic internet service company providing ultra-fast and highly reliable service to homes and businesses over our newly constructed all-fiber network. As a Network Field Engineer, you will provide tier 3 support to our customer service team, contribute to on-call rotations, manage/maintain our IT systems, and network. You will be responsible for installation, configuration, and routine maintenance of hardware, VMs, and software applications. Your role is to provide timely and effective support, troubleshooting hardware and software problems. Strong communication skills are vital as you assist users through various channels, ensuring their technical concerns are resolved promptly. Your ability to document and escalate issues will contribute to maintaining the integrity of our network and customer experience.

Responsibilities

• Perform regular updates and maintenance on Customer Premises Equipment (CPE), Optical Network Terminals (ONTs), Optical Line Terminals (OLTs) to enhance network performance and efficiency.
• Monitor and receive alarms followed by troubleshooting and resolving any issues related to hardware, VMs, and software applications.
• Troubleshoot and resolve issues related to the PON infrastructure.
• Troubleshoot technical issues reported by customers through various channels (phone, email, chat).
• Collaborate with cross-functional teams to identify root causes of device issues and implement solutions.
• Document troubleshooting steps, solutions, and customer interactions in the OSS/BSS system.
• Process and manage RMAs efficiently, including the inspection and testing of returned devices.
• Work closely with vendors to stay informed about the latest technologies and updates.
• Analyze network performance metrics and implement improvements to enhance overall network efficiency.
• Perform routine audits of systems and software performance.
• Monitor system performance and troubleshoot issues to ensure optimal performance.
• Travel to remote sites (40% or less travel).
• Contribute to the on-call rotation for network alarms, and outages.

Requirements

• Proven experience in a similar role with a focus on networking, system administration, or technical support.
• Experience with networking equipment vendors and their products.
• Excellent reasoning, troubleshooting and problem-solving skills.
• Effective communication and collaboration skills.
• Industry certifications such as ITIL, CompTIA, CCNA, CCNP, or equivalent are a plus.

Benefits

• Competitive total compensation package including health, dental and vision benefits.