Network Operations Center Technician

Primary Responsibilities

• Maintains network management system and collaborates with telecom providers to restore services.
• Tracks incident details and updates information in the incident management tool promptly and accurately.
• Solves system and network problems with minimal scope and complexity.
• Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
• Addresses routine technical queries from CAS customers and CAS Business Units.
• Takes direction from team members or management to resolve less routine issues.
• Collaborates with senior team members to resolve moderate to complex issues, potentially taking the lead on less complex issues.
• Interprets and applies established processes with discretion, handling errors that could lead to prolonged or widespread failures.
• Maintains and troubleshoots system performance, resolves or escalates network issues as needed.
• Develops tools to enhance efficiency in deployment, configuration, and maintenance routines.
• Participates in network solutions design and configurations.
• Analyzes issues and provides customers with guidance to resolve problems, emphasizing focus and attention to details.
• Works in a 24/7, 365 operation center, requiring weekend and holiday work.
• Exhibits strong customer service skills.
• Efficient at multitasking, capable of taking on multiple responsibilities, prioritizing, and delegating tasks.

Required Qualifications

• AA/AS degree or 2-year post-high school training with 1-2 years of relevant experience, or an equivalent combination of education and experience.
• Minimum of 1-2 years of relevant experience.
• Network+ Certification.
• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Understanding of ITIL/ITSM concepts and practices.
• Experience troubleshooting Cisco devices.
• Experience with HSRP/BGP routing protocols.

Preferred Qualifications

• CCNA Certification.
• Knowledge of Remedy, Netcool, Office 365, ServiceNow.