RESPONSIBILITIES

1. Monitor production network environment using a combination of monitoring tools to ensure availability.
2. Coordinate field router intrusive and non-intrusive testing and repair of circuits.
3. Coordinate onsite dispatch of Telecommunication vendor repair services.
4. Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem.
5. Discover faults and conditions in a proactive manner and diagnose cause where appropriate and resolve expeditiously.
6. Responsible for configuring and maintaining monitoring tools.
7. May write or revise system documentation and procedures.
8. Work with Engineers to resolve production problems.
9. Write coherent trouble ticket notes on production incidents and problems.
10. Perform periodic health checks of systems.
11. Responsible for answering inbound calls and for providing support.
12. Escalate issues and problems according to procedures and best judgment.
13. Diagnose problems and resolve them in an expeditious manner.
14. Other duties as assigned.

MINIMUM QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Minimum of 4 years of experience in a Help Desk or high volume call center preferred
• Minimum of 4 years of experience working in IT Operations including knowledge of common, tools, methods, and techniques
• Minimum of 4 years of progressively responsible work experience in network and / or server monitoring skills
• Knowledge of TCP/IP, ISP, routers and Network Protocols (Cisco) such as OSPF, BGP, MPLS
• Specialties NOC/ Process writing skills of training a plus
• Experience in Monitoring Theory / Implementation a plus
• Experience in Customer Service.
• Experience in current Internet network hardware and software technologies.
• Diagnostic experience of a variety of monitoring applications such as SolarWinds, Nagios