Senior Network Operations Center Technician (Onsite)

RTX•Annapolis, MD

19h•Onsite

About The Position

This role will contribute to the Tier 2 CAS Network Operations Center. This position is responsible for the incident management of customers within the CAS Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from Collins Aerospace CAS customers and Business Units. This is a swing shift position - hours will be 3:00-11:30 PM.

Requirements

Typically requires an AA/AS degree (or other 2-year post high school training) with a minimum of 6 years of relevant experience
Current or in progress: CCNA or Security+ certification
Prior experience in a customer service-oriented technical support environment.
Prior experience with TCP/IP networking protocols, computer hardware/software interconnection, and interface standards.
Experience troubleshooting Cisco equipment and working knowledge of routing protocols such as HSRP and BGP.

Nice To Haves

Proficiency in multitasking, including prioritizing multiple incidents and collaborating across teams.
Strong attention to detail and ability to analyze and interpret complex system behavior.

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 Senior 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, this includes great focus and attention to details