Job Description

Requisition ID # 172391

Job Category: Information Technology

Job Level: Individual Contributor

Business Unit: Information Technology

Work Type: Onsite

Job Location: Fairfield

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.

Responds to network alerts and computing problems and works remotely to resolve them. Utilizes support from technical experts within the organization and third parties to resolve problems. Takes responsibility for handling incidents through completion or escalation. Finalizes the task according to company policies for incident management. Documents the problems encountered and techniques used to solve it for future reference.

The hourly rate for this position ranges from $32.69 to $49.04.

Job Responsibilities

• Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed.
• Initiate major outage communication technical bridges as requested.
• Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.
• Issue initial outage notification event communications as directed.
• Manage alarms and alerts received from existing monitoring programs with previously defined business rules.
• Escalate incidents as needed if not well-defined by Run Books or work instructions.
• Apply fix procedures as instructed for repetitive events as instructed.
• Monitor network, applications, and systems across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes.
• Monitoring & Scheduling alarms & alerts based “Eyes on Glass”, Initial Outage Mgmt., Notifications, 7x24 hour support.
• Provide feedback on alarms, Run Books, process efficacy and knowledgebase to service manage, OSS Tools and operations support as necessary.
• Timely implementation of predefined Playbooks, Run-books, Work Instructions or Business Rules changes as directed.
• Create and track incident tickets, change requests, work orders, service requests and assignments as directed.
• Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents.

This is the “Eyes on Glass” role, which monitors the network systems and application events.

Qualifications

Minimum:

High School or GED-General Educational Development-GED Diploma
Works in 24 hours per day-7 days per week environment
Works varied shift arrangements
Ability to travel up to 5 percent of working time

Desired

Associate’s Degree in Information Technology or a related field, or equivalent work experience

At least 1 year of experience in IT or technical support

At least 1 year of experience in IT or technical support

Experience using IT ticket management systems (e.g., ServiceNow, Remedy, Jira)

Experience working in a Network Operations Center (NOC) or similar monitoring environment

Experience in a telecommunications environment

Experience in an internet service or infrastructure environment

CompTIA certification (e.g., A+, Network+, or equivalent)