IT - Tech-support

job summary:

This role will contribute to the Tier 2 CAS Network Operations Center (NOC). This position is responsible for the incident management of customers within the CAS Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from CAS customers and Business Units.

location: Annapolis, Maryland

job type: Contract

salary: $30 - 32 per hour

work hours: 8am to 5pm

education: Bachelors



responsibilities:

• Monitors network management system and engages telecom providers to drive restoral efforts.
• Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
• Solves systems and network problems/questions with limited scope and complexity.
• Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
• Identifies resolutions of routine technical queries from CAS customers and Business Units.
• Takes guidance from other team members or management to resolve less routine issues.
• Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
• Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
• Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.
• Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
• Participates in network solutions design and configurations.
• Analyzes issues and provides 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

Candidate will be required to train on all three NOC (3) positions: Transport, DataLink, Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half.

• 1. Transport - Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.
• 2. DataLink - Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.
• 3. Applications - Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages

qualifications:

Required Qualifications:

• 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.
• 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

skills: Preferred Qualifications:

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

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.