Work Hours: **3pm-11:30pm EST. This role requires to work on-site.**

Title: Network Operations Center Technician

Term: 12 Months Contract

Location: Annapolis, MD

Long term contract opportunity in Annapolis, MD for a Network Operations Center Technician role. This position is responsible for the incident management of customers within the client’s Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from client’s customers and Business Units. This position is for SWING Shift 3pm-11:30pm EST. This role requires to work on-site.

Day-to-Day Responsibilities:

• Monitor network management system and engages telecom providers to drive restoral efforts.
• Track incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
• Solve systems and network problems/questions with limited scope and complexity.
• Apply technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
• Identify resolutions of routine technical queries from Collins Aerospace CAS customers and CAS Business Units.
• Take guidance from other team members or management to resolve less routine issues.
• Work with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
• Use discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
• Monitor and troubleshoot system performance, troubleshoots, resolves, or escalates network issues.
• Understand deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
• Participate in network solutions design and configurations.
• Analyze issues and provide customers with guidance to resolve problems, this includes great focus and attention to details.
• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.
• Strong Customer Service skills.
• Efficient at multitasking. This includes taking on multiple responsibilities, prioritizing and delegating.

Qualifications:

• This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR HS Diploma/GED with 2 years of experience.
• Network Certification.
• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Knowledge and understanding of ITIL/ITSM concepts and practices.
• Experience troubleshooting Cisco devices.
• Experience with HSRP/BGP routing protocols.

Preferred Skills:

• CCNA Certification.
• Knowledge of Remedy, Netcool, Office 0365, ServiceNow.