Tier II NOC Support Analyst - Military veterans preferred

2018-11-16
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Broomfield
Colorado
80021
United States

Description

Job Description


• Support the operations of a 24/7/365 Network Operations Center (NOC).


• The position is responsible for conducting monitoring of several thousand virtual and physical network components and systems for health and performance issues.


• Maintains, and repairs routing, IP switching, firewalls, and remote access issues.


• Uses monitoring, performance analysis, network management, software and hardware equipment to troubleshoot and isolate problems; gauge performance and activity.


• Creates reports on up time, bandwidth usage, server utilization, and other key metrics.


• Monitors automated and end user incident and outage reporting, troubleshoot, and resolve problems.


• Provide direct customer support when required.


• Strong belief in ownership, from identification, through resolution and validation of Operational issues.


• Follow defined escalation paths to ensure proper resolution.


• Provides tier NOC Tier 1/2 support to investigate and resolve problems, inefficiencies, and performance issues which will require shift work or after hours call- in to meet customer SLAs.

 

Qualifications

Required Education/Skills:


• Associates degree and 3 years experience. A High School diploma and additional years experience will be accepted in lieu of a degree

 

• 2+years of IT experience, 2+ years networking experience


• Experience with ITIL methodology; specifically


• Event, Incident, Request and Change management principles and tracking systems.


• Collaborating in a team atmosphere; communicating through various technology channels with teams and end customers locally or remote.


• Experience in some of the following: Cisco Nexus, Cisco routing and switching, Cisco Unified Call Manager, Avaya System Management, Cisco Prime.


• Experience supporting government customers in secure environments, familiarity of Federal Information Security Management Act (FISMA) operating standards and applicable guidelines.


• Basic knowledge of IP networking, VPN, F5 load balancers, acceleration, servers/storage, file, print, DNS, DHCP, VoIP, VTC, video streaming, power management, Cisco Prime/CiscoWorks, HP NNMi/OpenView, SolarWinds Orion, Cisco Unified Call Manager, Avaya System Management, back-office applications, scripting


• Candidate must be eligible to obtain a valid US “Public Trust” clearance

 

• Must be open to working in a 24/7/365 environment (11pm-8am shift)

 


Desired Skills:


• ITIL® Foundation Level Certification Previous experience supporting and troubleshooting IOS, network and appliance issues reported through monitoring or customer submittals.


• Cisco CCENT or Network +, CCNA, Security+ Familiarity with Enterprise IT environments (data and voice networks, IT security systems, policies and procedures)


• Experience with Cisco/Tandberg VTC, Cisco ISE, Juniper L2 switches Experience and certifications on Microsoft or Linux server, data center storage


• Experience with implementation of IT service management best practices such as change, problem, incident, configuration and service level management is strongly preferred.


• Ability to drive efficient resolution of all incidents through analytical and structured approaches to problem solving


• Experience in the development and refinement of processes and procedures to ensure efficient, repeatable and effective monitoring and troubleshooting of network and systems