Job Description

Senior Operations & Network Support:

• Represent the client as an initial point of contact for all network related concerns from end users. This position is part of a team of Level 1 and Level 2 technical support agents.
• Experience in leading, mentoring and supporting junior staff members.
• Perform incident management services including detailed ticket creation, ticket prioritization, and ticket escalation by maintaining full knowledge of ticket status from initial user contact to ticket resolution.
• Act as a communication conduit to Level 3 Network Engineers and Senior Leadership as required.
• Track incidents to verify response times and availability requirements established in the SLA are met by identifying and addressing incident patterns.
• Research and resolve issues such as documentation requests, repeat issues, customer follow-ups as appropriate.
• Recommend and participate in the implementation of any process improvements
• Coordinate shift turnover with team including current ticket and network status.
• Provide second level problem determination for network issues involving routers, switches, load balancers and firewalls.
• Troubleshoot issues identified or related to network communication technologies such as Cable/DSL, T1, DS3, Fiber, etc.
• Manage tickets and escalations with respective carriers.
• Perform daily system monitoring, verifying the integrity and availability of the network utilizing available tools, logs, and alerts. Escalate as required.

Qualifications:

• Bachelor's degree preferred.
• Minimum of 7+ years in a technical network role/environment REQUIRED.
• CCNP preferred with network engineering experience in switching, routing, load balancing and firewalls.
• Ability to identify, and potentially resolve, network and critical systems issues without extended downtime.
• Cisco, F5, Fortinet, Service Now and SolarWinds experience recommended.
• DNS and DHCP services (Infoblox) experience preferred.
• On-Call requirement.
• Courteous with strong customer service orientation to internal and external customers and demonstrated listening skills.
• Ability to analyze, troubleshoot, and provide input regarding complex network related issues and outages.
• High level of proficiency in Microsoft Office suite as well as Office 365 and cloud computing.
• Demonstrated ability to work independently and be self-motivated with minimal verbal or written instructions.
• Good organizational and time management skills.

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