Network Operations Center Technician (3rd Shift)

TEKsystems•Annapolis, MD

9d•$27 - $30•Onsite

About The Position

This position is for a Network Operations Center Technician working the 3rd shift (Overnight Shift - 11 PM - 7:30 AM) with rotating schedules of 5 days on 2 days off and 5 days on 3 days off. The role involves 24/7 support, monitoring network management systems, troubleshooting system performance, and resolving or escalating network issues. The technician will engage telecom providers for restoral efforts, track incident details in the incident management tool, and solve systems and network problems with limited scope and complexity. They will apply technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment. The role also involves identifying resolutions for technical queries from customers and business units, taking guidance from team members for less routine issues, and potentially leading the resolution of less complex issues. The technician will use discretion to interpret and apply established processes, where errors could cause prolonged or wider spread failures. They will also understand deployment, configuration, and maintenance routines, develop tools for efficiency, and participate in network solutions design and configurations. This is a 24 x 7 365 Operation Center which requires working some weekends and holidays. Strong Customer Service skills are essential.

Requirements

Experience in a Network/Security operations center - 24/7 support environment
Proven experience in the intake, prioritization, triage, troubleshooting and escalation of network/systems/application incident and problem management.
Previous experience monitoring and troubleshooting system performance, troubleshoots, resolves, or escalates network issues; monitoring network management systems
Hands on knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
Hands on knowledge and understanding of ITIL/ITSM concepts and practices
Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
Knowledge and understanding of ITIL/ITSM concepts and practices.
AA/AS degree or other 2-year post high school training with a minimum of 6 years of relevant experience. OR In the absence of a HS diploma, GED or AA/AS degree, 8 years of relevant experience is required OR A Bachelor’s degree in the appropriate discipline and less than 2 years of relevant experience.
Must be authorized to work in the U.S. without sponsorship now or in the future. Collins Aerospace will not offer sponsorship for this position.

Nice To Haves

Previous ServiceNow ticketing experience preferred.
Customer Service/Call Center experience
Great communication, collaboration skills as this role interacts with internal technology stakeholders and external customers directly.
Knowledge of Remedy, Netcool, Office 0365, ServiceNow
CCNA certification

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 Collins Aerospace CAS customers and CAS Business Units.
Takes guidance from other team members or management to resolve less routine issues.
Works with Sr 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.
Individual job duties may vary.
Works some weekends and holidays.