Network Support Engineer

Pilot is a modern connectivity company based in New York City. We deliver fiber-optic internet and network services to businesses with no contracts, backed by a 100% uptime guarantee and 24/7 proactive support.

We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive, agile, and designed with the customer in mind. 

ON A TYPICAL DAY YOU’LL

• Respond to incoming support phone calls, emails, and tickets promptly
• Collaborate with other teams on network solutions, and provide technical answers and resources to other Pilot departments as a subject matter expert
• Develop standards and best practices for Pilot’s network infrastructure
• Troubleshoot networking, routing and interconnectivity problems, including network hardware issues and log all troubleshooting communication in Pilot’s help desk system
• Provision network capacity such as dark fiber, peering, and transit 
• Perform on-site visits with customers to troubleshoot issues and perform installations for Pilot products and equipment including phone and managed devices like wireless systems, on occasion
• Train & develop new and existing team members to increase technical prowess
• Act as a point of escalation for network tasks
• Create and maintain up-to-date documentation for new and existing processes, configurations, and specific Pilot network commands and protocols
• Manage and report on network or subscriber outages and both routine and emergency maintenances

WHAT WE’RE LOOKING FOR

• Thorough understanding of TCP and UDP and well versed in configuring and troubleshooting IP routing/switching technologies and protocols like BGP, ISIS, and MPLS
• Extensive experience with Juniper network hardware platforms and comprehensive knowledge of internet routing and network interconnection
• Experience with scripting and automation using Bash and Python and basic Linux / Unix administration
• Preferred experience working with an Internet service provider or large enterprise
• Strong organizational experience and interpersonal skills to communicate to both internal and external stakeholders with exception attention to detail and accountability
• Ability to employ a customer-centric approach including awareness of customer impact and potential risk mitigation
• Can-do positive attitude and interest in quick deployment and resolution
• At least 2-5 years in a similar support operations role with field or customer experience
• Strong ability to multi-task and manage multiple priorities and projects simultaneously
• Ability to take part in escalation rotations weekly and availability for off-hours work (late night/early morning), as needed
• Comfort with frequent travel via mass-transit to sites in NYC and ability to work independently with minimal supervision

PILOT’S PAY & PERKS

• Base annual salary of $70,000-85,000
• Company-sponsored Medical, Dental, Vision Coverage
• Company-sponsored 401(k)
• Commuter & Wellness Reimbursement
• Competitive PTO

At Pilot, we believe differences make us stronger, and that our diversity is something to celebrate. Pilot hires without regard to race, color, religion or belief, national, social or ethnic origin, sex (and pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Pilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions. Any resume submitted to a Pilot Fiber, Inc. employee by a recruiting firm that does not have a valid, written search agreement with us will be considered a referral, regardless of whether it is submitted for a posted position or for general consideration, and no matter how it is submitted (via email, the Internet, or other means). No fee will be paid in the event a candidate is hired by Pilot Fiber, Inc. as a result of the referral or through other means.

VISA SPONSORSHIP NOT AVAILABLE