Job Title: LEAD Deskside Support/NOC

Location: Jackson, MI (Day 1 Onsite)

10 years

Job Description:

• Primary monitoring and escalation point for identification, troubleshooting and resolution of events affecting customer production environments.
• Monitoring and escalation of critical application as per the SOW.
• Generate and publish Application performance report
• Provide notification to customers and the service teams for Severity 1 events.
• Ownership of Severity Level 1 communications bridge handling the entire life cycle of the ticket to resolution.
• Central point of contact for technical support teams including status updates for on-going incidents/events.
• Must have aptitude and attitude to learn / work on new technologies.
• Should be willing to work in shifts 24x7.
• Create, update and document system processes and tasks as required.
• Work closely with network engineers, systems administrators and software engineers regarding technology and hardware upgrades.
• Work Closely with Wireless technology groups
• Cisco IOS and APIC
• Juniper JUNOS
• Palo Alto firewalls
• Wireless technology ( Cisco , Aruba , Juniper Mist , Meraki)
• SDN Technology ( SDWAN , NSX or Similar)
• Layer 2 and 3 network concepts
• Routing protocols, OSPF and BGP
• Troubleshooting connectivity issues
• WAN networking concepts
• Network documentation
• IT Service Management applications
• Monitoring Tools & automation concepts

Basic Requirements

• 4 Years supporting event monitoring is preferred.
• Hands-on experience with the following:
• Alert monitoring tool experience required. HP Open View Operations –SolarWinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.
• Incident Management and handling
• ITSM Tool (ServiceNow) exposure
• Telecommunication Equipment Knowledge (Radio, Wireless Networks,
• IT communication Tower Hardware.
• Application monitoring experience, SAP Monitoring preferred. ( Tools – SolMan, CA Wily)

Job Type: Full-time

Salary: $38.00 - $40.00 per hour

Expected hours: 8 per week

Experience level:

• 11 years

Schedule:

• 8 hour shift

Experience:

• Help desk: 10 years (Preferred)
• Windows: 10 years (Preferred)

Work Location: On the road