Network Support II

Responsibilities

• Monitor network elements for anomalies and reports/troubleshoots issues using network management software.
• Identify, triage, resolve or escalate incidents (i.e., to Tier2 NOC).
• Monitor email for incidents and customer requests.
• Provide first-line technical support for customers via dedicated helpdesk phone line.
• Notify customers on incident progress or status changes.
• Keep abreast of ticket trends and alert management and support recurring issues.
• Perform more in-depth troubleshooting steps above Network Support I to further one-touch resolution of tickets within the NOC.
• Take a more active role in leveraging knowledge and business relationships to assist customers through complex or difficult issues.
• Take a more active role in sharing knowledge within Tier1, learning skills and techniques from interactions with support teams that can be incorporated within the NOC.

Requirements

• Superior Customer Service skills.
• Ability to multitask and work well in a high pressure, fast paced environment is essential.
• Intermediate level knowledge of Windows Office Suite.
• Basic knowledge of Windows Server Operating Systems (2003, 2008).
• Basic knowledge of Unix operating system (Solaris preferred).
• Experience in using ticketing systems such as Remedy/Helix.
• At least one (1) year experience in a Help Desk-type support or Network Administration role.
• Must possess the ability to maintain confidentiality of highly sensitive data.
• Attention to detail is essential.
• Must be a quick learner.
• Must be able to grasp new concepts and complex business relationships.
• Clear and Concise written and verbal communications.
• Knowledge of 9-1-1 Public Safety Answering Point (PSAP) environments is a plus, but not essential.
• Knowledge of network management tools (HP Operations Manager, Network Node Manager, SolarWinds,) is a plus.

Qualifications

• Industry recognized certifications (Network+, A+, I-Net+, MCP, Cisco) a plus.
• Four-year college degree a plus.

Pay

The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location.

Schedule

This position will work a 10-hour shift, 4 days a week. Normal hours will be 7am – 5pm MT Sunday through Wednesday. Shift times may vary due to the needs of the business.