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    "requisitionDescription": "<div><div><div><div><div><p data-pasted=\"true\"><strong><span style='font-size:32px;font-family:\"Futura Bk\",sans-serif;color:#003764;'>JOB DESCRIPTION</span></strong></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>JOB TITLE:&nbsp;</strong>Support Engineer/Lead Support Engineer</span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>STATUS:</strong> Non-Exempt</span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>DEPARTMENT:&nbsp;</strong>Network Operations Center</span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>REPORTS TO:&nbsp;</strong>Director of Network Management Centers</span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>FULL/PART-TIME:&nbsp;</strong>Full-Time</span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>LOCATION:&nbsp;</strong></span> <span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Hybrid - Minimum 2 days p/week in office (Syracuse or Holland Patent, NY).</span><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>&nbsp;</span></p><p style=\"margin: 0px;padding: 0px;font-weight: normal;font-style: normal;vertical-align: baseline;background-color: transparent;color: windowtext;text-align: justify;text-indent: 0px;\" data-pasted=\"true\"><span style='margin: 0px;padding: 0px;color: rgb(0, 55, 100);background-color: rgb(255, 255, 255);font-size:16px;line-height: 19.425px;font-family: \"Futura Bk\", \"Futura Bk_EmbeddedFont\", \"Futura Bk_MSCustomFont\", \"Futura Bk_MSFontService\", sans-serif;'><span style=\"margin: 0px;padding: 0px;\"><strong>IDEAL CANDIDATE PROFILE</strong>: </span></span><span style='margin: 0px;padding: 0px;color: rgb(0, 55, 100);background-color: rgb(255, 255, 255);font-size:16px;line-height: 19.425px;font-family: \"Futura Bk\", \"Futura Bk_EmbeddedFont\", \"Futura Bk_MSCustomFont\", \"Futura Bk_MSFontService\", sans-serif;'><span style=\"margin: 0px;padding: 0px;\">We are seeking a skilled Support Engineer with strong experience in </span><span style=\"margin: 0px;padding: 0px;border-bottom: 1px solid transparent;\">UCaaS</span><span style=\"margin: 0px;padding: 0px;\"> platforms and core networking technologies to support, troubleshoot, and enhance critical voice and data services. The ideal candidate is hands-on, customer-focused, and comfortable working across cloud-based collaboration systems and enterprise network environments.</span></span></p><p style=\"margin: 0px;padding: 0px;font-weight: normal;font-style: normal;vertical-align: baseline;background-color: transparent;color: windowtext;text-align: justify;text-indent: 0px;\"><br></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>OUR CULTURE:&nbsp;</strong></span></p><p style=\"text-align:justify;\"><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;background:white;'>At Northland, we don&rsquo;t believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment. We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.</span></p><p style=\"text-align:justify;\"><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>THE MISSION:</strong></span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>The mission of Advanced Support is to provide advanced technical leadership as the third line of defense by managing critical incidents, executing and governing changes, performing root cause and problem management, and driving research and development to prevent recurrence and advance the network platform.</span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>SUMMARY ROLES/RESPONSIBILITIES:</strong></span></p><ul style=\"margin-top:0in;\" type=\"disc\"><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Leads major incident response and complex escalations as third-line support.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Plans and executes high-impact and complex network changes.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Drives root cause analysis and long-term problem resolution.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Performs research and development for new technologies and service improvements.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Develops and tunes proactive monitoring and alerting.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Creates training, documentation, and knowledge transfer for Operations teams.</span></li></ul><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>SUPPORT ENGINEER JOB DUTIES:</strong></span></p><ul style=\"margin-top:0in;\" type=\"disc\"><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Works customer trouble scenarios to help avoid escalations and resolve incidents.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Joins all major incident bridges to resolve current issues</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Monitors and surveils of Northlands networks and peering points using tools such as SolarWinds.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Investigates ticketing trends or top talkers and identifies areas of opportunity to resolve open incidents.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Services and maintains all of Northlands&rsquo;s products.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Supports complex technical upgrades which includes quarterly maintenance&nbsp;</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Identifies areas of opportunity for technical team training&nbsp;</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Maintains Northlands internal knowledge base including SOPs.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Ensures the NOC has been properly trained on any new products that Northland launches.</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Provides periodic classroom training for all NOC technicians.&nbsp;</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Focuses on customer experience</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Gathers all necessary details while also providing regular updates with any ongoing investigation.&nbsp;</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Attends on-call hours &amp; dispatches to customer sites when necessary</span></li><li style=\"color:#003764;\"><span style='font-family:\"Futura Bk\",sans-serif;'>Scopes out, tests, and implements new products or ideas to improve the overall experience.</span></li></ul><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>CAREER PATH: LEAD SUPPORT ENGINEER JOB DUITES:</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Includes the above Support Engineer Job Duties&nbsp;</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Demonstrates the ability to lead a team through technical escalations while also ensuring tickets are handled within proper SLA&rsquo;s (service level agreements)</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Works in close partnership with cross-functional teams and management&nbsp;</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Leads the team in coordinating the quarterly maintenance planning and implementation.</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Leads the team in training activities through utilizing the tools and processes provided and supported by People &amp; Talent&nbsp;</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Maintains a pulse team engagement through giving daily advice/guidance to team members and through providing input and suggestions to the Manager</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Works in close partnership with cross-functional teams and management&nbsp;</span></li></ul><p style=\"text-align:justify;\"><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>SUPERVISORY RESPONSIBILITIES:</strong> None</span></p><p style=\"text-align:justify;\"><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>MINIMUM JOB QUALIFICATIONS:</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>5 years of associated experience with the following platforms and technologies&nbsp;</span><ul style=\"list-style-type: circle;\"><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Proficient understanding of legacy voice platforms</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Proficient understanding of UCaaS, CCaaS, PRI and SIP technologies</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Proficient understanding of ITSM systems and ticket workflows</span></li></ul></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Exceptional customer service skills</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Ability to understand, communicate and escalate internally and externally for any major incident bridge.&nbsp;</span></li></ul><p style=\"text-align:justify;\"><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>PREFERRED JOB QUALIFICATIONS:</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Network certification preferred (Net +, CCNA, Security +, CCNP)</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Contact center and dispatch / hands on experience</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Third party Webex integrations&nbsp;</span></li></ul><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>SCORECARD METRICS:</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Percentage of Trouble Tickets closed within 10 days.</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Percentage of Trouble Tickets closed within 24 hours.</span></li></ul><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>LICENSES/CERTIFICATIONS:</strong></span></p><p style=\"text-align:justify;\"><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>A valid driver&#39;s license or ability to access transportation to attend work group and organization meetings is necessary.</span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>PHYSICAL ACTIVITIES AND REQUIREMENTS:</strong></span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>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.</span></p><p style=\"text-align:justify;\"><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>EQUIPMENT AND MACHINES USED:</strong></span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>Ability to use voicemail, telephone, calculator, computer, and printer</span></p><p style=\"text-align:justify;\"><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>ENVIRONMENTAL CONDITIONS:</strong></span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>The employee is not substantially exposed to adverse environmental conditions.</span></p><p><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'><strong>EMPLOYER&#39;S DISCLAIMER:</strong></span></p><ul style=\"margin-left: 0in;\"><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.&nbsp;</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.</span></li><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>This document does not create an employment contract, implied or otherwise, other than an &quot;at will&quot; employment relationship.</span></li></ul><ul style=\"margin-top:0in;\" type=\"disc\"><li><span style='font-family:\"Futura Bk\",sans-serif;color:#003764;'>We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.</span></li></ul></div></div></div></div></div>\n",
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