GWI Careers

JOB TITLE: Fiber Design Engineer

DEPARTMENT: Network Engineering

FLSA STATUS: Exempt

REVISION DATE: 6/6/2024

LOCATION: Biddeford, Maine

GENERAL SUMMARY

We are a company that builds the 21st century infrastructure which communities depend on to conduct their lives and grow their economy. We are a Certified B Corporation and have placed on Maine’s Best Places to Work lists from 2020 through 2023. Our networks are infused with our DNA of network reliability, neutrality, privacy, reliability, and security. These networks are vital for everyone; digital inclusion is a fundamental goal. Every day, we measure our performance not just on profit but on the positive impact our network has on the communities we passionately serve. 

Join our Network Engineering team where you will work on new technologies and find innovative ways to meet our fiber network deployment needs.  The Fiber Design Engineer is a telecommunications engineer who analyzes GIS data to design fiber optic cable systems (middle-mile, PON and AE), working primarily with design software and often interacting with other team members to ensure proper implementation of your designs.  

Your primary responsibilities include network transport design, fiber distribution equipment design, fiber cable design, equipment/material inventory and allocation, developing route maps, generating bill of materials (BOM), producing project cost estimates/budgets, GIS data analysis and POP site plans.

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Analysis of potential project areas as defined by the leadership team
2. High Level Design of fiber optic networks
   1. Identify middle-mile providers and generate a cost efficient solution to provide reliable services to project areas.
   2. Identify potential POP locations and design plot plan, structure floor plan, and rack plans for active equipment used to deliver service to new fiber project areas.
   3. Working closely with the transport and access engineering team, generate a viable topology for the Transport/Access Networks using equipment in production.
   4. Define GIS polygons boundaries for Fiber Service Areas with analysis of various attributes.
   5. Written reports of design with output including design methodology, identified easement issues, pole gaps, and other important information related to the analysis and design work.
3. Generate detailed designs of fiber optic networks, using criteria defined previously
   1. Designs are completed using a software GIS system
   2. Splicing designs with expected optical loss per fiber path

1. Equipment and labor estimation 
2. Act as a subject matter expert (SME) for fiber service area builds, interfacing with internal and external customers to communicate schedules, challenges, progress and set appropriate expectations for scope, budget and project delivery.  
3. Work with pole/land owners to obtain attachment licenses, right of ways and easements required to complete the project.
4. Generate detailed installation specifications for installers and issue the design to the field with instructions for the work (Scope of Work).
5. Perform field engineering functions required for QC, audit, closeout or analysis of large scale projects: reviewing OTDR results, visual review and other techniques will be implemented to obtain this signoff, approve invoices after confirming work is completed as designed.   
6. Participate in executive and engineering initiatives, including product development, vendor and equipment evaluation to increase efficiency of deployment and reduce costs.
7. Develop affordable strategies and solutions to serve Multiple Dwelling Units (MDU) and Multiple Tenet Units (MTU) using the lowest cost fiber to the suite technology available. 
8. All network engineers participate in an On-Call rotation. Fiber engineers are responsible for all emergency and trouble responses for outages related to fiber network impairment.  Samples of such incidents include pole hits from automobiles, pole fires, tree related damage, and animal damage.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

1. High school diploma or equivalent.
2. Minimum 2 year technical degree or equivalent work experience.
3. Maine Professional Engineer (PE) license preferred.
4. A valid driver’s license is required.
5. Basic telecommunications experience/knowledge.
6. Knowledge of outside plant construction techniques (aerial & underground) required.
7. Working knowledge of NESC, NEC and OSHA standards required.
8. Thorough understanding of fiber optic networks (IE: splitter topology, PON technology, DWDM, etc)

1. Thorough understanding of fiber access and transport networks
2. Basic knowledge of internet routing protocols and IPv4/IPv6 deployment

1. Ability to thrive in a dynamic problem solving environment with strong project management skills.
2. Detail oriented with the ability to multitask in a fast paced environment.
3. Strong interpersonal skills with a high level of integrity .
4. Excellent communication, organizational and administrative skills.
5. A positive attitude and desire to deliver exceptional results for our customers.
6. Ability to speak to customers to set expectations, and ultimately communicate technical information to non-technical audiences.
7. Personal commitment to safety and continual professional development.

WORKING CONDITIONS

1. Primarily remote office, occasional travel to project sites in VT, ME, NH and MA
2. Occasional travel/work in the outdoors, walking and surveying outside plant facilities.
3. Occasional travel/work at customer locations.
4. Position may require excessive use of telephone, keyboard and monitor to perform regular functions of the job.

To Apply:

Please email your resume to gwi-hr@staff.gwi.net and a member of our team will follow up with you.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Job Title: Level-2 Network Engineer

Department: Network

Manager: Infrastructure Engineering Manager

FLSA Status: Exempt

Date of last revision: May 10, 2024

Salary range: $75-85K Annually

Location: Biddeford, Maine

General Summary

We are a company that builds the 21st century infrastructure which communities depend on to conduct their lives and grow their economy. We are a Certified B Corporation and have been on the Maine’s Best Places to Work lists since 2020. Our networks are infused with our DNA of network reliability, neutrality, privacy, reliability, and security. These networks are vital for everyone; digital inclusion is a fundamental goal. Every day, we measure our performance not just on profit but on the positive impact our network has on the communities we passionately serve.  

A Level-2 Network Engineer has many responsibilities at GWI. The responsibilities primarily include, but are not limited to:

• Business order processing/change requests
• Responding to and resolving escalations or troubles
• Configuring and installing various types of transport and access equipment
• Perform routine network maintenance outside business hours
• Participate in on-call rotation.

Overall, Network Engineers are also expected to mentor and guide co-workers in proper engineering methods, adhere to procedures and plans, and take an active role in identifying potential future projects that may be needed to improve the reliability, performance or efficiency of GWI’s network.

All Engineers are expected to have skills in self-direction and motivation, and are responsible for identifying any impediments to accomplishing their assigned duties

General Summary – Regular Duties and Responsibilities:

A Level-2 Network Engineer is responsible for managing, maintaining, expanding, and improving GWI’s network infrastructure and service offerings. The duties of a Level-2 Network Engineer are listed below.

• Provision new or existing services within various parts of the network
• Procure, inventory and configure various types of equipment
• Install fiber transport and/or fiber access equipment at remote locations in New England
• Respond to and own the resolution of all escalations or troubles
• Isolate troubles and replace, reprogram, and/or retrofit equipment
• Assist in forecasting and budgeting as needed
• Maintain monitoring system nodes and network maps 
• Perform routine maintenance of equipment during specified hours of operation
• Perform training sessions with Support team as needed
• Participate in an on-call rotation.
• Seek opportunities for developing expertise on various equipment or technology
• Seek opportunities to share knowledge on hardware, technologies, topologies and services.
• Review and Run regular reports for department manager including DHCP usage, splitter usage, fiber port capacity and space and power consumption. 

Minimum Skills, Knowledge & Abilities:

• Understanding of layers 1-3 of the OSI model, such as function, protocols, troubleshooting and application
• 2+ years’ experience in administering, configuring and troubleshooting layer-2 and layer-3 networks
• Solid foundation in understanding of IPv4 and IPv6
• Technical understanding of Ethernet switching (QinQ, VLANs, STP, etc), including configuration and troubleshooting
• Technical understanding of Fiber optic networks and troubleshooting fiber
• Must be able to work on numerous projects simultaneously, adhere to timelines and adapt to changes in a fast and professional manner
• Must be able to handle stressful situations and comfortable with accountability

Specialized Skills:

In addition to the above minimum skill sets, applicants should be able to display demonstrated knowledge of the following areas.

• Metro Ethernet Services (E-line, E-LAN, EPL, EVPL, EPLAN, EPVLAN)
• QoS (understanding, implementation, configuration)
• OSPF (understanding, implementation, configuration)
• BGP (understanding, implementation, configuration)
• IPv4 and IPv6 Address space/allocations (CIDR and subnetting)
• Ethernet switching (stacked VLAN, 802.1Q-in-Q etc)
• Multi-Protocol Label Switching (AToM or EoMPLS)
• Layer Distribution Protocol/Tag-Switching
• STP, RSTP, MSTP, PVSTP, PVRSTP+, Cisco REP
• CWDM or DWDM
• Active Ethernet, GPON or XGS-PON Fiber technologies 
• Hardware knowledge/experience: Cisco IOS-XR, Ciena SAOS-10, Calix CMS/SMX, FortiOS
• CGNat in an ISP environment and Dualstack WAN’s. 
• SNMP knowledge, including working knowledge of MIB/OID definitions.
• Basic network security, including log-file, netflow and access list maintenance/analysis.
• Datacenter environment, equipment installation with DC powering and testing policies and procedures 
• VOIP (SIP)
• Session Border Controllers

Supervisory/Management Responsibilities:

• This position has no direct reports, but may involve task or work delegation to other Network Engineers.
• Project Management, intra-departmental and interdepartmental coordination.  Network Engineers will take control of individual projects from start to finish. They will work with the Infrastructure Engineering Manager on requesting the necessary resources. 

Benefits:

• Medical, Dental, Vision options
• PTO, Vacation, Paid Holidays
• 401K

Working Conditions:

• Primarily a hybrid working environment with work at home and our data center in Portland with moderate exposure to noise, dust and temperature.
• When required, ability to lift up to 50 lbs.
• Position requires excessive use of telephone, keyboard, and monitor to perform regular functions of the job.
• Travel throughout New England may be required.  Overnight travel, occasional.
• Travel in inclement weather conditions may be necessary
• A valid driver’s license is required.  Driving record checks will be performed periodically. 
• Significant laboratory and data-center environment work with exposure to higher noise levels, dust, and ladder work (up to 12ft).  Also includes exposure to low-voltage, high amperage DC power systems.

To Apply:

Please email your resume to gwi-hr@staff.gwi.net and a member of our team will follow up with you.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

JOB TITLE: Service Delivery Project Manager
DEPARTMENT: Project Management
FLSA STATUS: Exempt
REVISION DATE: 08/16/2024
SALARY RANGE: $58k-78K

GENERAL SUMMARY

We are a company that builds the 21st century infrastructure which communities depend on to conduct their lives and grow their economy. We are a Certified B Corporation, recognized as an Inclusive Workplace by the Best Companies Group and listed as Maine’s Best Places to Work for five  years running from 2020 to 2024.  Our networks are infused with our DNA of network reliability, neutrality, privacy, reliability, and security. These networks are vital for everyone; digital inclusion is a fundamental goal. Every day, we measure our performance not just on profit but on the positive impact our network has on the communities we passionately serve.

This Project Manager (PM) position is responsible for managing expectations, customer contact and interdepartmental coordination from sales design approval to customer turn up of expected services. This critical role partners with the Fiber Project Managers to install fiber across GWI’s and CUD’s network.  Project management includes but is not limited to, efficiently preparing and completing both residential and commercial customer installations; ensuring that all customer orders are handled appropriately and timely by: creating the customer account and setting up services in the billing system; creating fiber projects, ordering loops and other elements through our providers; building the service in our switch; coordinating installation with the customer’s vendors and our field teams; completing all aspects of service activation; reviewing account services for accuracy, confirming acceptance with the customer and submitting them for billing. This critical PM cross functional role also includes provisioning tasks and responsibilities. 

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Provide superior customer service and active collaboration at all times. 
2. Participate in the design approval process to ensure viability and delivery of proposed services.
3. Oversee/process key aspects of a service delivery project and ensure that all tasks are completed timely and accurately. Key tasks include customer communication, project notes, order issuance, inter-departmental and vendor coordination and all data entry tasks associated with Fiber, HPBX, switch, Plat, 911, LIDB, Directory Listings, etc. including disconnects. 
4. Order and provision local, access and fiber circuits for our telephone and data customers. 
5. Partner with the Fiber construction team to coordinate and administer Fiber services, Site Surveys, and Fiber Construction Crew Access during the build and the final installation of the Fiber Optics Equipment.
6. Partner with the Hosted PBX contact to coordinate and administer services.
7. Participate in the rotation of processing provisioning and wholesale services to include port in and port outs and other provisioning maintenance.
8. Understand and set up all aspects of a customer’s phone and data services including but not limited to: circuits, hunt groups, numbers, features, services, minute bundles and toll-free numbers.
9. Multi-task to ensure that orders are accurate, synchronized and progressing through the systems in a timely manner in order to effectively turn up services and enable billing.
10. Coordinate orders within the various systems, as required, utilizing the different provisioning interfaces. 
11. Escalate and expedite issues to the appropriate internal and external groups: management, vendors, customer integrators, and other GWI teams. 
12. Assess progress and understand when to use the escalation path and when to circumvent it. 
13. Effectively communicate and build relationships that support our efforts to provision customers in a timely fashion. 
14. Handle escalated or irate customers in a way that promotes confidence in GWI and fosters a continued business relationship. 
15. Provide courteous, professional and timely customer communication via phone or email to educate customers about when their service will be ready and how it works. 
16. Help to create clear and concise procedures as new processes are defined and the need for cross training teammates arises. 
17. Accurately track all customer communication, reporting on customer interactions and detailing current status, corrective actions taken, and resolution. 
18. Collaborate on providing and resolving customer feedback, including complaints or service concerns. 
19. Maintain company wide communication via chat and email. 

16. Perform other duties as assigned.
17. Act as the primary customer contact for support issues for new customers within the first 7 business  days after turnup is completed. After the initial 7 business  days, seamlessly transition customers to the standard trouble support process.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

1. High school education or equivalent; post high school education, college or technical school preferred. 
2. General telecommunication industry and product knowledge.
3. Experience in provisioning telecommunications services, voice & data preferred.
4. Demonstrated experience in project management services, effectively coordinating complex customer and systemic issues.
5. Actively manage timely communication across business customers, vendors and internal departments.
6. Ability to work on numerous projects simultaneously and to adhere to challenging timelines.
7. Experience and ability to persuade, influence and negotiate both internally and externally.
8. Able to analyze trends, identify issues and summarize for management or engineering teams.
9. Must be professional and collaborative; display consistent multi-tasking skills and attention to detail; remain quality focused, motivated and communicative while resolving problems and making critical decisions; excel with continuous self improvement and professional growth.
10. Consistent ability to positively thrive and execute in a changing and growth environment. 
11. Success in managing stressful situations and comfort level with professional accountability.
12. Strong oral and written communication skills for concise and effective customer response and resolution.
13. Proficient and working knowledge of technology, computers, telephone and software applications.  

TO APPLY: 

Please email your resume to gwi-hr@staff.gwi.net and a member of our team will follow up with you.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.