Job Description

Title: Infrastructure Operations Admin L1

Department: Information Technology

Reports to: IT Operations Manager

Location: Rugged Tech - MX

Job Classification: Hybrid

FLSA Status: Exempt

Job Band: Professional

Job Summary

Responsible for monitoring Network and Infrastructure devices. The role will oversee layer one troubleshooting, following process and procedures already established and prioritize incidents based in urgency and criticality.

Inspired by Hard Work

At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create.

Associate Responsibilities

• Monitor Network and Infrastructure dashboards in order to action active alarms
• Basic troubleshooting on Network and infrastructure issues
• Create, update and document Service Now incidents and requests
• L1 support for networking such as: SD-WAN, WAN and LAN connectivity (routers, switches, firewalls, wireless)
• Follow process and procedures for different technologies such as but not limited to Network and infrastructure services
• Work with 3rd party vendors to resolve internal Network and infrastructure issues
• Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion
• Communicate with customers as needed regarding ticket progress
• Create and update technical documentation

Required Education

• BA or BS Management Information Systems, Computer Science, or Engineering preferred.
• Basic knowledge of Networking, Servers and storage and Azure
• CCNA or Network+ Certifications are a plus
• Azure certification is a plus
• Server + certification is a plus

Required Skills & Experience

• Three years of relevant experience in multiple IT areas with a minimum of two years of relevant monitoring and troubleshooting work (data, network, application, systems, etc.) required.
• Good knowledge and experience with Network and cloud technologies
• MERAKI technology layer one troubleshooting
• Basic understanding of DNS/DHCP
• Experience with monitoring tools such as Meraki Dashboard, Solar Winds, etc.
• Experience handling 3rd party vendors
• Demonstrated experience with ticketing systems, escalations, and documentation.
• Excellent English communication skills, written and verbal.
• Quick thinker
• Can handle the stress related to balancing multiple issues and perspectives.

Physical Requirements and Working Conditions

• Blend of remote and in-office, cubicle setting.
• Regular On-call; some travel required (up to 10%)
• Flexibility with multiple schedules
• Carhartt is a tobacco free workplace.