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Job Purpose** **:

The Managed Network Services Engineer II is responsible for the support, configuration, troubleshooting, planning, and implementation of network services for Hawaiian Telcom's Managed Services customers and key Business Services clients. This role collaborates closely with cross functional teams--including Core Network, OSP Planning and Engineering, and VoIP Engineering--to deliver reliable, scalable, and high performance network solutions across a wide range of service offerings. The engineer will lead technical projects, proactively manage customer environments, and ensure accurate configuration and ongoing support of diverse network infrastructures. With a strong emphasis on customer satisfaction and operational excellence, this role plays a critical part in advancing Hawaiian Telcom's mission to deliver exceptional managed network services that enable client success and business growth.

Essential Functions:

+ Monitor network health and collaborate with customers and internal teams to enhance operational efficiency, manage capacity, and plan for growth.

+ Analyze customer network performance with precision, responding to incidents promptly and objectively.

+ Design, configure, and implement customer and core IP network solutions within defined processes and timelines (OLAs).

+ Implement network designs that achieve SLA-defined targets for performance, reliability, and scalability.

+ Lead network deployment projects by planning, developing methods of procedure (MOPs), and coordinating technical resources effectively.

+ Execute Layer 2 and Layer 3 service configurations for enterprise and carrier clients.

+ Serve as a technical resource to cross-functional product and project teams during new service development and deployment.

+ Maintain professional, ongoing communication with customers, vendors, and internal stakeholders.

+ Accurately document all activities and communications in the ticketing system, ensuring timely and precise time entry.

+ Comply with company policies regarding vacation, leave, on-call duties, and flexible scheduling.

+ Participate in a scheduled on-call rotation supporting a 24x7 production environment.

Education:

Four years of College resulting in a Bachelor's Degree or equivalent

Certifications, Accreditations, Licenses:

+ Cisco certifications such as CCNP or CCIE are highly desirable.

Relevant Work Experience:

5 to 7 years in related field

Special Knowledge, Skills and Abilities:

+ 5+ years of hands-on experience engineering and managing IP networks preferred.

+ Strong background in configuration and maintenance of routers, switches, firewalls, and related devices.

+ Advanced knowledge of IP networking, including dynamic routing protocols (OSPF, EIGRP, BGP).

+ Experience with enterprise networking and security technologies such as VLANs, QoS, multicast, GPON, DIA, SD-WAN, MPLS, cloud connectivity (e.g., AWS Direct Connect, Azure ExpressRoute), next-generation firewalls (NGFWs), VPNs, and optical transport systems.

+ Hands-on experience with platforms from vendors like Fortinet, Cisco, Arista, Meraki and Palo Alto Networks.

+ Skilled with network analysis and monitoring tools (e.g., traceroute, wireshark, tcpdump, packet analyzers).

+ Familiarity with telecom provisioning processes.

+ Hands-on experience configuring both hardware and software-based firewalls.

+ Strong customer service and communication skills, with a proven ability to explain technical concepts clearly.

+ Experience with Visio or similar tools for creating detailed network diagrams.

+ Project management experience and previous leadership roles are a plus

+ Expert-level understanding of TCP/IP and related technologies.

+ Proficient with QoS, multicast, bandwidth management, and IP service enhancements.

+ Hands-on experience with SD-WAN, cloud connectivity solutions (e.g., AWS Direct Connect, Azure ExpressRoute), and virtualization technologies a plus.

+ Familiarity with security frameworks including next-generation firewalls (NGFW), Zero Trust Architecture, and VPN technologies.

+ Experience with fiber optic networks and technologies such as GPON and DWDM.

+ Knowledge of container networking and automation tools (e.g., Ansible, Terraform) a plus.

+ Skilled in using network monitoring and analysis tools like Wireshark, traceroute, tcpdump, and cloud-native monitoring platforms.

+ Excellent oral and written communication skills.

+ Strong time management, problem-solving, and organizational skills.

+ Ability to work both independently and collaboratively.

Supervisory Responsibility:

This position does not have any supervisory responsibilities

Work Environment:

Indoor/Office.

Salary range: $75,000 - $112,500

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran