JOB SUMMARY
Responsible for monitoring critical network elements and service performance for various technologies. Engage 
in proactive network systems monitoring, troubleshooting and documentation.

KEY DUTIES & RESPONSIBILITIES
• Responsible for the stable operation of the network and that SLAs are being maintained. 
• Responsible for identifying, diagnosing, resolving and documenting incidents to ensure accuracy and 
timely resolution.
• Organize triage communication, information and resolutions during major outage events.
• Escalate incidents for assistance as required and on a timely basis.
• Arrange for site access where required.
• Generate maintenance notifications for planned events with various technologies for both internal and 
external employees.
• Generate reports on network performance to include network reliability for various technologies and 
narrative for any major outages or events. 
• Maintain accurate database by monitoring and adding new components to Zenoss software.
• Enhance monitoring capabilities by implementing new alarming and graphing capabilities.
• Ensure alarms are cleared or discrepancies are noted. 
• Measure performance on various technologies. 
• Perform network upgrades during maintenance window. 
• Actively seek out, document and report process improvements.
• Participate in educational opportunities as needed to refresh, update, and enhance skills and 
knowledge that pertain to job responsibilities, company operations, customer interests, and industry 
outlook. This may include workshops, webinars, learning sessions, reading materials, classroom study, 
etc.
• Monitor processes. Ensure they are efficient and effective to complete work in a timely manner while 
being accurate. 
• Perform all duties in terms of maximizing revenues and minimizing costs.
• Perform additional responsibilities as requested and required.

QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Two-year Associate Degree in Computer Science or Computer Engineering or related experience and/or 
training; or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS:
• Work is performed in a normal office environment with minimal physical risks involved but may require 
extended periods of sitting at a desk working on the computer, multitasking phone and paperwork. 

PREFERRED SKILLS
• Experience with Microsoft Office and other business software applications.
• Possess effective network troubleshooting skills.
• Exceptional interpersonal, communication and organizational skills.
• Attention to accuracy, detail and completeness.
• Must be driven and self-motivated with minimal supervision.