Senior Professional Network Operations

Gainwell Technologies LLC-posted 3 months ago

Mid Level

Rancho Cordova, CA

5,001-10,000 employees

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The Infrastructure Remote Maintenance Technician is responsible for providing onsite and remote hardware and workstation support to County sites and Points of Presence (PoP) locations in alignment with established Service Level Agreements (SLAs). This role ensures workstation, peripheral, and infrastructure devices remain operational, compliant, and secure by performing diagnostics, repairs, replacements, installations, and preventative maintenance. The technician documents all activities in ServiceNow and escalates critical events to maintain service availability and meet performance requirements.

Tests, monitors, and troubleshoots a variety of complex platforms, operating systems, networks and applications using established procedures.
Uses monitoring tools and other sources to address matters of significance.
Provides problem resolution support to Help Desk and other appropriate parties; resolves matters of significance or escalates as necessary.
Documents and tracks complex reported matters of significance where assigned; ensures matters have been resolved as appropriate and in accordance with established service agreements or procedures.
Analyzes, prepares and provides updates to internal and external customers during service failures in accordance with established service agreements.
Works in conjunction with service providers to resolve failure or escalates as necessary to reduce downtime and maximize system availability.
Maintains knowledge of new and enhanced applications being developed and the respective platforms; monitors, analyzes and understands change management environment to enhance problem resolution capabilities.
Initiates and oversees complex service restoration processes to expedite problem resolution; monitors process and resolves any matters of significance in order to ensure completion in accordance with established service agreements.
Oversees and conducts the implementation of complex application, system or network changes; conducts testing to ensure installation meets appropriate standards and procedures.
Provides technical assistance and training to less experienced personnel on assigned shift; answers inquiries and provides assistance in determining appropriate approach to issue.
Maintains training matrix and ensures appropriate staff are trained in accordance with established service agreements.
May act as supervisor in his/her absence.
Oversees projects to ensure shift or team adheres to established timeframes; identifies matters of significance and resolves as appropriate.
Participates in the planning process to develop goals and objectives for the department. Provides input and feedback to create established goals.

Bachelor's degree or equivalent combination of education and experience.
Bachelor's degree in computer science, communications or related field preferred.
Six or more years of network/systems experience in a large mainframe/alternate platform environment.
Experience working with various networks, applications and systems.

2+ years of field service, IT support, or hardware maintenance experience.
Proficiency in workstation setup, configuration, imaging, and peripheral support.
Experience with ticketing systems (preferably ServiceNow).
Strong troubleshooting, communication, and documentation skills.
Valid driver’s license and ability to travel to County and Depot locations.

Ability to lift, move, and install IT hardware and peripherals.
Travel to County sites and Depots within SLA requirements.
Availability during standard business hours with flexibility for urgent dispatch needs.

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