Job Description

Job Summary

This position performs skilled/technical work in an operational environment which monitors applications, services, systems, and network. Must have the flexibility to work in a dynamic and fast paced environment with changing priorities.

Essential Duties and Responsibilities

The Employee will

1. Know and uphold the established IT&E mission, policies and procedures, IT&E and department objectives, quality assurance and safety programs and standards.

2. Utilize monitoring tools to proactively identify problems with systems, applications, network, and services.

a. Monitor key alerts and notifications and drive response and resolution

b. Perform restoration actions as necessary

c. Trouble ticket response and resolution. Document all pertinent information in the trouble ticket system.

d. Outage detection, symptom collection, communicate status. Notify and escalate as warranted.

e. Coordinate activities with technical departments to trouble shoot and restore equipment failures. Notify and escalate as warranted.

3. Receive, coordinate, approve and support maintenance activities.

4. Provide professional internal and external customer service while corresponding via telephone, email, SMS, and team applications.

5. Contact internal and external customers proactively regarding service affecting outages. Coordinate with vendors as needed to resolve service affecting outages.

6. Follow detailed instructions to perform advanced network break/fix functions.

7. Advanced network related projects including gathering KPI data, creating graphs for trending analysis and to identify service issue

8. Ability to be flexible and successfully respond to multiple work pressures, with a sense of urgency.

9. Perform other related duties or tasks as assigned or required.

Minimum Qualification Requirements

Education: High School diploma or equivalent.

Work Experience: Preferred three years of progressive experience in telecommunications, network operations, or technical support related field. Reduce to two years preferred of progressive experience in related fields if candidate possess an associate degree or has military service.

Training in Data, Voice or Video Network Technologies is a plus.

Licensure/Certification/Professional Association

ITIL, CompTIA A+, Cisco CCNA, Microsoft MCSE preferred but not required

Knowledge, Skills and Abilities

1. Knowledge of

a. Computer software programs, electronic theory, components and testing procedures.

b. Telecommunications, networking, and system administration.

c. Network monitoring software.

d. Ticketing systems

2. Skills in

a. Test, turn-up, and/or support for one or more of the following

§ Wi-Fi

§ Mobile

§ Networking

§ Fixed line

§ broadband communications.

b. Preparing written reports, statistics, and basic analysis.

c. Using personal computer hardware and Microsoft Office programs.

d. Strong problem-solving skills, the ability to make decisions with some latitude and the ability to organize and prioritize work based on established guidelines.

e. Excellent written and verbal skills. You will be the primary communicator on shift for notification, escalation, and resolution.

f. Ability to read, interpret and follow complex maps, diagrams, and schematic.

g. High level of technical and analytical skills.

3. Ability to

a. Demonstrate commitment and maturity with attention to detail.

b. Work independently with minimal supervision or within a team.

c. Willingness to work and make decisions in a rapidly changing and uncertain environment.

d. Support IT&E and its customers and partners 24x7x365. Team members will be required to work a rotating shift schedule to include day shift (0430-1330H, 0800-1700H), swing shift (1200-2100H, 1600-0100), midnight shift (2100H-0600, 0000-0830), holidays and weekends.

e. Mandatory overtime will be required during peak periods, needs of the company, or during a natural disaster/emergency.

f. Maintain and prepare reports.

g. Meet attendance and punctuality requirements.

h. Apply and enforce work safety rules.

i. Work effectively with other employees and effectively assist customers.

j. Maintain cleanliness of facility.

Physical Requirements

This position primarily performs sedentary work in an office environment. The role requires prolonged periods of sitting, frequent use of computers and multiple monitors, repetitive hand and finger movements for typing and data entry, and the ability to communicate effectively in person, by phone, and through virtual collaboration tools. The employee must be able to read and analyze technical information displayed on computer screens and occasionally move about the office to attend meetings or support operational activities.

Work Environment

Work is primarily performed in a climate-controlled office or Network Operations Center environment. The employee may be required to work rotating shifts, weekends, holidays, or overnight schedules to support 24/7 network operations.

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, or any other status protected by applicable federal, state, or local law.

ADA Statement

Reasonable Accommodations:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.