Network Support I
About The Position
The Network Support I works under the supervision of the NOC Management team to monitor, maintain, and troubleshoot mission-critical IP networks, Comtech applications, computer hardware, and peripherals. The role provides assistance to internal and external customers and performs other duties as directed. The position is in the Operations Engineering department, reports to the Senior Manager, NOC, and is based in Broomfield, Colorado, which is preferred. The role provides first-line customer support and incident handling in a high-pressure, fast-paced environment, with an emphasis on resolving or escalating issues, communicating incident status, identifying recurring trends, and sharing knowledge within Tier 1 and the broader support teams. Candidates must comply with Comtech’s Drug-Free Workplace Program, including pre-employment screening and possible testing during employment.
Requirements
- Superior customer service skills.
- Ability to multitask and work effectively in a high-pressure, fast-paced environment.
- Intermediate-level knowledge of the Windows Office Suite.
- Basic knowledge of Windows Server operating systems (2003 and 2008).
- Basic knowledge of Unix operating systems; Solaris is preferred.
- Experience using ticketing systems such as Remedy/Helix.
- At least one year of experience in help desk-type support or network administration.
- Ability to maintain the confidentiality of highly sensitive data.
- Strong attention to detail.
- Ability to learn quickly and grasp new concepts and complex business relationships.
- Clear and concise written and verbal communication skills.
Nice To Haves
- Knowledge of 9-1-1 Public Safety Answering Point (PSAP) environments.
- Knowledge of network management tools such as HP Operations Manager, Network Node Manager, or SolarWinds.
- Industry-recognized certifications such as Network+, A+, I-Net+, MCP, or Cisco.
- Four-year college degree.
Responsibilities
- Monitor network elements for anomalies and report or troubleshoot issues using network management software.
- Identify, triage, and resolve incidents or escalate them, including to Tier 2 NOC.
- Monitor email for incidents and customer requests.
- Provide first-line technical support to customers through a dedicated helpdesk phone line.
- Notify customers about incident progress or status changes.
- Track ticket trends and alert management and support teams to recurring issues.
- Perform in-depth troubleshooting to increase one-touch ticket resolution within the NOC.
- Leverage knowledge and business relationships to help customers resolve complex or difficult issues.
- Share knowledge within Tier 1 and learn skills and techniques from support-team interactions for use within the NOC.
- Perform other duties as directed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
