Expert Systems Engineer

Role overview
We are seeking a Telecom Engineer with hands-on network operations experience to manage ISP service orders and support circuit operations for U.S. clients. The role will coordinate internet circuit orders, troubleshoot connectivity issues, and work with carriers, clients, and internal network teams to drive timely resolution.

Key responsibilities

• Submit and manage ISP orders, including new circuit installations, upgrades, disconnects, relocations, and service changes.
• Coordinate with clients, ISPs, carriers, site contacts, and internal network teams throughout the order lifecycle.
• Track order milestones, installation schedules, provisioning, testing, and service activation; follow up on delays and blockers.
• Open, monitor, and escalate provider tickets for outages, degradation, packet loss, latency, and other circuit issues.
• Troubleshoot connectivity issues and coordinate circuit testing, turn-up, failover validation, and restoration with network engineers.
• Support network incident response by gathering circuit and device information, assessing service impact, and communicating updates.
• Maintain accurate records of circuit IDs, bandwidth, provider details, site information, order status, ticket history, and escalation contacts.
• Prepare status reports and communicate risks, delays, outages, and resolution progress clearly.
• Follow operational procedures, change controls, SLAs, and client communication requirements.

Required network engineering experience

• Hands-on experience in a network operations or engineering role supporting enterprise networks.
• Working knowledge of TCP/IP, IPv4 addressing, subnetting, VLANs, routing, DNS, DHCP, and default gateways.
• Familiarity with routing protocols such as BGP and OSPF, including how to gather information for troubleshooting and escalation.
• Experience troubleshooting WAN and internet connectivity issues, including latency, packet loss, jitter, bandwidth, and route reachability.
• Familiarity with network devices such as routers, switches, firewalls, and SD-WAN appliances.
• Ability to use command-line tools such as ping, traceroute/tracert, and nslookup to perform initial troubleshooting.
• Experience reviewing interface status, error counters, logs, routing information, and circuit handoff details.
• Understanding of common enterprise connectivity services such as Dedicated Internet Access (DIA), broadband, Ethernet, MPLS, and SD-WAN underlay circuits.
• Ability to distinguish between provider-side, access-circuit, and customer network issues and engage the appropriate support teams.

Qualifications and skills

• Experience in telecom, ISP, carrier, or network operations.
• Experience working with ISP portals, ticketing systems, order-management tools, and spreadsheets.
• Strong vendor and stakeholder coordination skills, including professional and persistent escalation.
• Clear written and verbal communication, attention to detail, and effective follow-through across multiple concurrent requests.
• Ability to support U.S. business hours and participate in an on-call or after-hours rotation if required.

Success measures

• ISP orders are submitted accurately and completed within agreed timelines.
• Circuit outages and performance issues are escalated promptly and tracked through resolution.
• Stakeholders receive timely, clear updates.
• Circuit inventory and order records remain accurate and current.
• SLA, change-control, and client communication requirements are consistently met.