ROLES/ RESPONSIBILITIES:Leads major incident response and complex escalations as third-line support. Plans and executes high-impact and complex network changes. Drives root cause analysis and long-term problem resolution. Performs research and development for new technologies and service improvements. Develops and tunes proactive monitoring and alerting. Creates training, documentation, and knowledge transfer for Operations teams. SUPPORT ENGINEER JOB DUTIES:Works customer trouble scenarios to help avoid escalations and resolve incidents. Joins all major incident bridges to resolve current issues. Monitors and surveils of Northlands networks and peering points using tools such as SolarWinds. Investigates ticketing trends or top talkers and identifies areas of opportunity to resolve open incidents. Services and maintains all of Northlands's products. Supports complex technical upgrades which includes quarterly maintenance Identifies areas of opportunity for technical team training Maintains Northlands internal knowledge base including SOPs. Ensures the NOC has been properly trained on any new products that Northland launches. Provides periodic classroom training for all NOC technicians. Focuses on customer experience. Gathers all necessary details while also providing regular updates with any ongoing investigation. Attends on-call hours & dispatches to customer sites when necessary. Scopes out, tests, and implements new products or ideas to improve the overall experience. CAREER PATH: LEAD SUPPORT ENGINEER JOB DUITES:Includes the above Support Engineer Job Duties Demonstrates the ability to lead a team through technical escalations while also ensuring tickets are handled within proper SLA's (service level agreements)Works in close partnership with cross-functional teams and management Leads the team in coordinating the quarterly maintenance planning and implementation. Leads the team in training activities through utilizing the tools and processes provided and supported by People & Talent Maintains a pulse team engagement through giving daily advice/guidance to team members and through providing input and suggestions to the Manager. Works in close partnership with cross-functional teams and management SUPERVISORY RESPONSIBILITIES: None. MINIMUM JOB QUALIFICATIONS:5 years of associated experience with the above platforms and technologies Proficient understanding of legacy voice platforms. Proficient understanding of U - Caa. S, C - Caa. S, PRI and SIP technologies. Proficient understanding of ITSM systems and ticket workflows. Exceptional customer service skills. Ability to understand, communicate and escalate internally and externally for any major incident bridge. PREFERRED JOB QUALIFICATIONS:Network certification preferred (Net , CCNA, Security , CCNP)Contact center and dispatch / hands on experience. Third party Webex integrations SCORECARD METRICS:Percentage of Trouble Tickets closed within 10 days. Percentage of Trouble Tickets closed within 24 hours. LICENSES/ CERTIFICATIONS:A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary. PHYSICAL ACTIVITIES AND REQUIREMENTS:Ability to reach, sit, stand, walk, push, pull, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions. Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. EQUIPMENT AND MACHINES USED:Ability to use voicemail, telephone, calculator, computer, and printer. ENVIRONMENTAL CONDITIONS:The employee is not substantially exposed to adverse environmental conditions.

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