What are the responsibilities and job description for the Network Operations Center Technician position at Tential Solutions?
This position is for SWING Shift 3pm-11:30pm EST – On site Annapolis MD
Primary Responsibilities
Primary Responsibilities
- Monitors network management system and engages telecom providers to drive restoral efforts.
- Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
- Solves systems and network problems/questions with limited scope and complexity.
- Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
- Identifies resolutions of routine technical queries from CAS customers and CAS Business Units.
- Takes guidance from other team members or management to resolve less routine issues.
- Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
- Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
- Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.
- Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
- Participates in network solutions design and configurations.
- Analyzes issues and provides customers with guidance to resolve problems, THIS INCLUDES GREAT FOCUS AND ATTENTION TO DETAILS
- This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.
- Strong Customer Service skills
- EFFICIENT AT MULTITASKING. THIS INCLUDES TAKING ON MULTIPLE RESPONSIBILITIES, PRIORITIZING AND DELEGATING
- Candidate will be required to train on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half.
- Transport – Continuous monitoring from the core to the edge, for all Global Network components, including all routers, switched, firewalls, circuits, etc.
- DataLink – Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.
- Applications – Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.
- This position requires AA/AS degree or other 2-year post high school training w/ a minimum of 1-2 years of relevant experience OR HS Diploma/GED with 2 years of experience
- Network Certification
- Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
- Knowledge and understanding of ITIL/ITSM concepts and practices.
- Experience troubleshooting Cisco devices.
- Experience with HSRP/BGP routing protocols.
- CCNA Certification
- Knowledge of Remedy, Netcool, Office 0365, ServiceNow