JOB SUMMARY:  The Solutions Engineer will be the liaison, primary technical advisor, and engineering resource to the Product and Sales departments.  This role supports the EATEL Business product suite including Voice, Video, and, Data.  The Solutions Engineer must be able to articulate technology updates and product positioning to both business and technical users, while gathering technical requirements and providing solution and product recommendations.   ESSENTIAL DUTIES, FUNCTIONS & KEY ACCOUNTABILITIES: (include but are not limited to) Sales Department Support Engages customers to establish and maintain strong relationships while understanding and documenting their requirements Understands and follows the sales process using Salesforce (or other CRM) Manages all type 2 quoting, ordering, disconnecting and contract life cycles Provides support for RFP responses Provide cost data to support internal IRR requirements Conducts technical pre-sales product demonstrations (proof of concept) for customers Product Department Support Provides constructive product feedback from customers Educate sales team on product updates PON, Metro-e, and DOCSIS Networks In depth understanding of EATEL’s PON, Metro-e, and DOCSIS Networks Maintains accurate data on the documentation systems and operational/billing systems Maintains documentation of system configurations for one-off solutions Performs research and development to stay abreast of industry trends and new technologies Maximizes efficiency of hardware and software solutions Installs and tests equipment upon arrival. Customer Support Maintains and retains satisfied EATEL customers Provides prompt, courteous service to all internal and external customers Prioritizes and addresses customer needs and demands in a professional manner, providing follow-up and develops cooperative relationships Provides technical support to the Customer Support Department as needed Participates in supporting the timely completion of service orders Departmental Goals Ensures that department goals are met Identifies opportunities and recommends methods to improve customer service, work processes and financial performance Assists in design and implementation of quality improvement initiatives on departmental and organizational levels Assists team in completion of tasks to ensure continuity of service Ensures all recurring tasks are documented in written form, and, kept current including important information such as disaster recovery plans, customer network diagrams, vendor/manufacturer contact information, etc. Other duties as assigned ADDITIONAL RESPONSIBILITIES: Attends and participates as appropriate in staff meetings and other meetings as necessary KNOWLEDGE & SKILLS: Thorough understanding of router hardware diagnostics, component maintenance, and concepts including memory, CPU, hard drive, NIC, power supply, fuse, etc. Basic knowledge of IP Networking including IPv4 and IPv6 addressing, subnetting, dynamic/static assignment, DHCP, ARP, and, IP routing protocols including EIGRP, BGP, OSPF, MPLS, LDP; and concepts such as Pseudo-Wire, VLAN trunking, VoIP, and, IMS Basic understanding of network transmission technologies including Ethernet, Fast Ethernet, Switched Ethernet, Frame Relay, V.35, DS-1 Time Division Multiplexing, ATM, and xDSL Basic understanding of networking protocols and tools such as FTP, TELNET, PING, TRACEROUTE, and, NSLOOKUP Basic understanding of Cisco Internetworking Operating System (IOS and IOS-XR); ability to configure and maintain Cisco routers, switches and firewalls Basic understanding of Juniper Network Operating System (JUNOS); able to configure and maintain Juniper routers, switches and firewalls Ability to operate cable test equipment to isolate and repair network wiring problems; should be able to run cables and install connectors for RS-232 (DB9 and DB25), 10/100/1000BaseT, and, T1/T3 connections Basic understanding of network monitoring protocols, concepts, and/or platforms like SNMP, MIB databases, and, MRTG BEHAVIORS Upholds and acts in accordance with REV’s Guiding Principles. EVALUATION:                         Performance of this job will be evaluated in accordance with procedures established by the company.   QUALIFICATIONS & PREREQUISITES Required – Level I High School Diploma and/or equivalent Must have a valid driver’s license and reliable transportation 3+ years of experience providing customer solutions and engineering support to Product and Sales teams Minimum of 5+ years of IP Network Administration experience Self-starter, high motivation level with an intense desire to succeed in a team atmosphere Good communication skills – oral and written 10-20% Travel Required – Level II High School Diploma and/or equivalent Must have a valid driver’s license and reliable transportation Minimum of 5+ years of IP Network Administration experience 5+ years experience providing customer solutions and engineering support to Product and Sales teams Self-starter, high motivation level with an intense desire to succeed in a team atmosphere Good communication skills – oral and written 10-20% Travel Required – Level III - Senior High School Diploma and/or equivalent Must have a valid driver’s license and reliable transportation 7+ years of experience providing customer solutions and engineering support to Product and Sales teams Minimum of 7+ years of IP Network Administration experience Self-starter, high motivation level with an intense desire to succeed in a team atmosphere Good communication skills – oral and written 10-20% Travel Required – Level IV - Lead High School Diploma and/or equivalent Must have a valid driver’s license and reliable transportation 10+ years of experience providing customer solutions and engineering support to Product and Sales teams Minimum of 10+ years of IP Network Administration experience Self-starter, high motivation level with an intense desire to succeed in a team atmosphere Good communication skills – oral and written 10-20% Travel Preferred – All Levels: Bachelor’s Degree in Engineering/Computer Science Experience within a technically related field or service industry such as Datacenter, Infrastructure, Cloud, Storage, Consulting, etc., are a plus Experience using Salesforce or equivalent CRM application a plus Cisco CCNA GENERAL INFORMATION: This job description does not restrict the company’s right to assign or reassign duties and responsibilities of this job at any time.  This job description is subject to change at any time.