Network Support II

COMTECH TELECOMMUNICATIONS•Stoughton, MA

2d•$30 - $35•Hybrid

About The Position

Under the supervision of the NOC Management team the Network Support II monitors, maintains, and troubleshoots mission critical IP networks, Comtech applications, various computer hardware, and peripherals; provide assistance to internal and external customers and performs other duties as directed.

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.

Nice To Haves

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

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.
This position will work a 10-hour shift, 4 days a week. Normal hours will be 6pm – 4am EST, Sunday night – through Wednesday night. Shift times may vary due to the needs of the business.