Customer Support Enginer- Tier2

Role overview A hands-on engineering position focused on designing, deploying, and maintaining enterprise network, telecommunications, and systems infrastructure in customer environments. The role blends architectural design with day-to-day configuration, monitoring, and troubleshooting to keep customer installations secure, available, and aligned with best practices.

Responsibilities - Design, install, configure, and monitor network, telecommunications, and systems hardware and software - Analyze hardware and software failures, diagnose connectivity issues, and ensure systems stay available to all users - Build reusable system architecture templates that can be lightly customized per customer (for example, user counts and physical requirements) - Review existing voice and data networks, recommend improvements, and install or configure voice gateways as part of IP telephony rollouts - Maintain enterprise technical infrastructure and perform ongoing maintenance on medium-to-large networks and telecom systems - Develop and implement information security policies - Safeguard network integrity and connectivity, maintain backup and recovery capability, and ensure compliance with internal policies

Requirements - Bachelor's degree or equivalent experience in telecommunications or a related field - At least 5 years in requirements analysis, project planning, and resource management for IT projects - At least 10 years of hands-on experience on VOIP projects - Cisco Certified Network Professional (CCNP) - Cisco Certified Internetwork Expert (CCIE) - Avaya certification - Applied knowledge of the systems development life cycle, from requirements analysis through verification - Ability to produce detailed equipment rack elevations and connectivity diagrams using Visio or a comparable tool - Comfort interacting with customer representatives across varied roles and authority levels - Willingness to work on customer sites in the Washington, DC metropolitan area