Network Engineer

About the role

Job Type Full-time Description    JOB SUMMARY:  The Service Delivery Network Engineer at Telesystem is responsible for the end-to-end delivery, activation, and operational readiness of managed network services. Operating within Telesystem’s Managed Services Provider (MSP) environment, this role serves as a key interface between customers, adjacent internal teams, carriers, and field resources - ensuring services are designed, provisioned, implemented, validated, and transitioned to operations in accordance with Telesystem service delivery standards and customer SLAs.  The role includes specialization tracks that allow engineers to develop deep expertise in specific solution areas such as Voice & Voice Networks or Managed Security, SDWAN, and WiFi, while maintaining strong core networking competencies. This position reports to the Manager, Service Delivery.  There are no direct reports to this position.  This position regularly supports: Adjacent Telesystem teams; Voice Engineering, Project Managers, Order Administrators, Warehouse Operations, MACD, Billing, Sales & Sales Engineering. Key Responsibilities General · Serve as the owner for Telesystem customer Security, SD WAN, Wifi, UC, Voice, and Data service delivery from order acceptance through activation and early-life support. · Order communication and maintaining all deliverables for customer order and metrics.  · Collaborate with customers to confirm requirements and service readiness. · Design and document end-to-end solutions, including logical and physical network diagrams. · Configure, stage, and deploy customer premises equipment (CPE)  · Coordinate with Telesystem internal Service Delivery teams, vendors, carriers, and remote field technicians to execute installations and service turn-ups. · Lead and participate in network discovery calls, service activation calls, testing, and customer acceptance activities. · Perform comprehensive service validation for Telesystem managed services, UC, voice, and data services including call flow, QoS, routing, redundancy, and E911 testing. · Troubleshoot and resolve provisioning, configuration, and activation issues across Layer 1–7 environments. · Ensure all services meet Telesystem operational, security, and performance standards prior to handoff to support teams. · Provide early-life support and serve as an escalation point for post-activation UC and network service issues. · Maintain accurate service documentation, configurations, diagrams, and operational records. Network Implementation & Delivery · Lead network discovery calls, service activation calls, testing, and customer acceptance activities. · Deploy wired, wireless, WAN, and perimeter network solutions for new customers and service expansions · Execute network configurations based on approved designs and standard deployment models · Perform device staging, pre-configuration, and lab validation prior to customer implementation · Install and configure routing, switching, and customer edge devices   MACD (Moves, Adds, Changes, Decommissions) · Implement customer requested- network changes including capacity upgrades, feature additions, and topology modifications · Support site adds, site moves, circuit turn-ups, and service migrations · Decommission network components and services in accordance with change and documentation standards   Project & Change Execution ·   · Participate in delivery projects as a technical contributor · Execute planned change activities and scheduled maintenance windows · Validate implementations through acceptance testing and successful handoff to Support   Documentation & Handover · Create and update as built- documentation, network diagrams, and configuration records · Develop deployment procedures and standardized implementation templates · Ensure clean, complete operational handoff to support and monitoring teams   Specialization Tracks: Service Delivery Network Engineers are expected to maintain a broad network deployment capability while aligning with one or both specialization tracks. ensure clean, complete operational handoff to support and monitoring teams Voice/Data Specialization - Focus Area: Access Circuits, Enterprise Voice, UCaaS, and real time solutions delivered as part of managed network services. Responsibilities: · Deploy and configure VoIP and Unified Communications platforms, gateways, and SBCs · Implement voice ready- networks including Routers, Switches, VLANs, QoS policies, and WAN/LAN configurations · Support SIP trunk deployments, carrier turn-ups, and number migrations · Perform voice readiness testing, call flow validation, and post deployment- verification · Collaborate with adjacent Telesystem teams and On-Site field technicians during implementation and cutover activities.    Preferred Skills:  · SIP, RTP, and VoIP architecture fundamentals · QoS implementation for real-time- traffic · Voice gateways, SBCs, and UC platforms (e.g., Cisco, Teams Phone, Ribbon Edgewater, Innomedia, Grandstream) · SIP trunking, hosted voice, and unified communications platforms · Dial plans, call routing, codecs, QoS, and voice troubleshooting · E911 configuration, validation, and compliance · TCP/IP, subnetting, VLANs · NAT and basic security concepts · Network testing, monitoring, and troubleshooting tools Managed Security, SD WAN & Wifi - Focus Area: Secure access, resilient WAN connectivity, and enterprise wireless deployments delivered as managed services.   Responsibilities: · Deploy next generation- firewalls, SD-WAN appliances, and secure remote access solutions · Implement VPNs, security policies, segmentation, and basic security hardening · Perform SD-WAN site turn-ups, traffic steering, and circuit activations · Deploy and configure controller based and cloud- m-anaged wireless networks · Conduct post deployment- validation including failover, performance, and security testing · Collaborate with adjacent Telesystem teams and On-Site field technicians during implementation and cutover activities. Preferred Skills: · NGFW platforms (Fortinet, Palo Alto, Cisco, Meraki, etc.) · SD-WAN architectures and deployment workflows · Wireless LAN design, RF fundamentals, and site deployment · TCP/IP, subnetting, VLANs · Routing protocols (BGP, OSPF, static routing) · WAN technologies including Ethernet, MPLS, and DIA · Network testing, monitoring, and troubleshooting tools · Strong understanding of network security architectures and threat models · Experience delivering and operating network security services · Knowledge of industry security standards and best practices · Fortinet, Meraki, or other firewall certification - preferred · Configure, manage, and support firewalls, VPNs, and IDS/IPS platforms Service Delivery & Operations Focus · Operate within Telesystem’s managed services (MSP) model, delivering standardized Security, SD WAN, Wifi, UC, Voice, and Data solutions defined by the Telesystem Service Catalog. · Deliver services in alignment with Telesystem SLAs, OLAs, change management processes, and operational best practices. · Manage multiple concurrent service deliveries while meeting committed customer timelines. · Identify and mitigate delivery risks related to access, porting, configuration, vendor dependencies, and customer readiness. · Partner with Project Management and Implementation teams to ensure order fulfillment. · Continuously search for opportunities to improve service delivery workflows through documentation, root-cause analysis, and process refinement. Professional and Operational Skills  · Strong customer-facing communication and expectation management skills · Ability to lead assigned service delivery efforts and collaborate with cross-functional teams · Excellent documentation, diagramming, and organizational skills · Comfortable working in fast-paced MSP operational environments with competing priorities · Detail-oriented with a strong focus on service quality, stability, and operational readiness Service Delivery Metrics & KPIs · Performance in this role is measured using a combination of service delivery, operational quality, and customer experience metrics. Key performance indicators (KPIs) reflect Telesystem’s managed services objectives and customer SLA commitments and may include, but are not limited to, the following: · First-Pass Activation Success Rate: Percentage of services that activate successfully without rework. · Carrier Escalation Resolution Time: Timeliness of issue resolution with carriers and vendors. · Early-Life Incident Rate: Number of service-affecting incidents within the first 30 days post-activation. · Service Validation Compliance: Percentage of activations meeting all Security, SD WAN, UC, Voice, and Data validation criteria. · Operational Handoff Quality: Reduction in post-handoff issues reported by support teams. · Documentation Accuracy & Timeliness: Completion of as-builts, diagrams within defined timelines. · Customer Satisfaction (CSAT/NPS): Post-installation customer feedback related to Security, SD WAN, UC, Voice, and Data service delivery. JOB REQUIREMENTS Education and Experience: · HS diploma/GED – required · Bachelor of Science in Information Technology, Computer Science, Networking, (or related major) OR Associate’s degree Information Technology, Computer Science, Networking, (or related major) AND 2 years’ experience in Telecommunications, Engineering, Networking – required OR 5 years' experience in Telecommunications, Engineering, Networking - required · CCNA or equivalent knowledge – required Technical Competency Requirements: · Basic knowledge of networking concepts such as TCP/IP, VOIP, QOS, SIP, RTP, and BGP - required · Practical knowledge of metro ethernet technologies such as DIA and ELINE – required · Technical experience with enterprise IP telephony, Voice/unified Messaging and telecom switching - required · Experience configuring the following equipment: Fortinet, Meraki, Adtran, Cisco, Edgewater, Mikrotik, Algo, Innomedia, Grandstream - preferred · Experience with Aastra, Yealink, or Polycom SIP Phones – preferred Preferred Qualifications · Experience supporting Security, SD WAN, Wifi, UC, Voice, and Data services in a telecom, ISP, or managed services environment · Familiarity with service delivery lifecycles, provisioning systems, and aligned operational models · Industry certifications such as CCNA, CCNP, or UC/voice-related credentials are preferred  Core Competencies · Agile – Embraces change; adaptable and flexible; sense of urgency; · Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo; · Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality; · Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict; · Accountable – See it, Own it, Solve it, Do it; Hold each other accountable. Job Specific Competencies · Deliver Results – Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity · Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen · Displays Technical Expertise - Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and master’s the technical skills, knowledge, and tasks associated with his/her job; shares technical expertise with others; high level of proficiency with Microsoft applications, especially Excel, Visio and Word. Other Skills · Fundamental skill using PC’s and business software in a Windows environment, including Microsoft Word and Excel · Demonstrates effective record keeping skills · Demonstrates effective oral and written communication skills as well as professional and effective phone etiquette · Demonstrates effective organizational/planning skills · Demonstrates careful attention to detail · Works independently, with little or no supervision · Ability to work under stressful conditions Other Requirements · Background record that meets Company standards; · Reliable means of transportation at all times; · Present professional appearance and demeanor; · Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so. · Valid driver’s license and driving record that meets company standards at all times PHYSICAL DEMANDS  Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers.  Light lifting of 20 lbs. is occasionally needed. WORKING CONDITIONS · The Service Delivery Network Engineer is a salaried, exempt position working 40 hours per week with regular working hours being Monday thru Friday from 8am to 5pm - additional hours may be necessary on an as needed basis.  · The Service Delivery Network Engineer must carry a cell phone and be available for on call as assigned and or emergency issues surrounding service implementation, to include evenings, weekends and holidays as designated by the department manager. · The Service Delivery Network Engineer works in an automated business office environment with business office equipment including telephones, personal computers, copy machines, typewriters and FAX equipment. · The Service Delivery Network Engineer is required to drive on the job as needed and is subject to regular MVR checks. It is required to maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, it is required to not drive on the job and must immediately report it to the supervisor. The Company is a drug-free      workplace. All employees are      required to adhere to the Company’s drug-free workplace programs and      policies. Pre-employment testing is      mandatory.  The duties assigned, the hours      worked, and the status of this position is subject to change as the needs      of the company changes. USE OF COMPANY RESOURCES, EQUIPMENT AND CONFIDENTIAL INFORMATION Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment. The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. I am in receipt of a copy of this job description. I understand my supervisor’s explanation of what is expected of me in this position and of each of my questions regarding my job responsibilities. By signing this document, I agree to work towards the successful achievement of the above tasks.