Tier 2 NOC Technician– Day Shift
Location: Annapolis, Maryland
Category: Technical Support and Services
Employment Type: Contract To Hire
Job ID: 15761
Date Added: 08/24/2023
Note: Must be US Citizen to be considered.
Hours: M-F 7 AM-3:30 PM
This is a 24 x 7 x 365 Operation Center which requires working some weekends and holidays.
Requirements:
- Ability to commute to client’s headquarters in Annapolis MD
- Ability to work night shift (11 PM-7 AM)
- AA/AS degree or other 2-year post-high school training with 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
- Experience troubleshooting Cisco devices
- Experience with HSRP/BGP routing protocols
- Strong attention to detail
- Strong customer service skills
- Efficient in multitasking, including taking on multiple responsibilities, prioritizing, and delegating
- CCNA Certification
- Knowledge of Remedy, Netcool, Office 365, ServiceNow
- Monitor network management system and engage telecom providers to drive restoral efforts
- Track incident details and keeps information updated in the incident management tool in a timely manner with accurate information
- Solve systems and network problems/questions with limited scope and complexity
- Apply technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems
- Identify resolutions of routine technical queries from customers and business units
- Take guidance from other team embers or management to resolve less routine issues
- Work with Senior Team members to resolve moderate to complex issues with critical customer services, and may take the lead role in resolving less complex issues
- Use discretion to interpret and apply established processes. Errors could cause prolonged or wider-spread failures
- Monitor and troubleshoot system performance
- Troubleshoot, resolve, or escalate network issues
- Understand deployment, configuration, and maintenance routines and develop tools to make the process more efficient
- Participate in network solutions design and configurations
- Analyze issues and provide customers with guidance to resolve problems
- Candidate will be required to train on all 3 NOC positions: Transport, DataLink, Applications in the first 4-6 months
- Positions will be trained one by one for a span of 3 weeks to 1.5 months
- Transport: continuous monitoring from the core to the edge for all ARINC Global Network components, including all routers, switches, 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
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