Network Support Engineer (Hybrid)

Location: Berks County, PA

About the Opportunity:

At FastBridge, we believe that the internet is vital for our daily lives. We offer fast, reliable internet with simple pricing plans and top-notch customer support.

We’re on a mission to bring reliable, high-speed fiber internet to areas where residents have been waiting for a future-forward solution like ours. We’re not just selling a service; we’re empowering communities and enhancing the way people live and work.

As a Network Support Engineer, you will serve as tier 3 for our support customer service team, contribute to on-call rotations, and 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.

 

Duties & Responsibilities

  • Perform regular updates and maintenance on Customer Premises Equipment (CPE), Optical Network Terminals (ONTs), and 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 within 3 hours of Wyomissing, PA (20% or less travel).
 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

 

Required Qualifications

  • Associate degree in computer systems, information technology, or a related field (or equivalent job experience).
  • 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 troubleshooting and problem-solving skills.
  • Effective communication and collaboration skills.
  • Industry certifications such as ITIL, Comptia, CCNA, CCNP, or equivalent are a plus.
 

Please note the required qualifications are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

 

Join us at FastBridge, where we work hard, have fun, and pave the way for a brighter, more connected future. Apply now and let's embark on this exciting journey together!