Network Support II
About The Position
The Network Support II 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 technical assistance to internal and external customers and performs other duties as directed. It is based in Broomfield, Colorado, which is preferred, and reports to the Supervisor, NOC, in the Operations Engineering department. The position works a 10-hour shift, four days a week; normal hours are 10 p.m. to 6 a.m. MST Wednesday through Sunday morning, with shift times subject to business needs.
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, including versions 2003 and 2008.
- Basic knowledge of a Unix operating system; 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.
- Attention to detail.
- Ability to learn quickly and grasp new concepts and complex business relationships.
- Clear and concise written and verbal communication skills.
- Must successfully complete a pre-employment drug screening; employees may also be subject to random, reasonable suspicion, and post-incident testing.
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, resolve, or escalate incidents, including escalation to Tier 2 NOC.
- Monitor email for incidents and customer requests.
- Provide first-line technical support to customers via 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 troubleshooting beyond Network Support I-level steps to improve one-touch ticket resolution within the NOC.
- Use 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
