Network Ops & Control Technician Senior
Our ideal candidate will have previous experience in providing computer and network support demonstrating high standards and exceptional customer service. One of the most important traits we're seeking in a candidate is someone who wants to grow beyond just managing "tickets." We want someone who seeks to learn, be proactive, and take initiative around mastering new and more complex tools and tactics. Someone to grow on our team.
Under limited supervision, interprets and performs complex analysis of the IT performance environment. Responsible for first and second level problem determination and resolution. Must be an independent problem solver and strong team-player capable of making solid fact-based decisions under pressure. Possesses excellent written and verbal communication skills.
Strong preference for experience with monitoring toolsets such as ScienceLogic, Riverbed or AppDynamics. Strong troubleshooting skills and a basic understanding of network fundamentals and concepts required.
Must be able to work any assigned shift in a 24/7/365 environment including weekends and holidays; must be flexible with changing shifts as needed. The Network Ops Techs are given assigned shifts and their time is fairly consistent.
Monitors system management tools and correlates patterns to detect potential problem areas.
Provide comprehensive technical support services to clients.
Performs diagnostic tasks and interprets codes/logs to determine the cause of IT systems problems.
Monitors scheduling software to ensure that production schedules are running properly and corrects or escalates problems.
Interface with both internal and external SRP customers and for external support and escalations.
Prepares turnover reports, statistics, documentation and quality control standards to improve computer operating efficiency.
Receives calls from all levels of the company and responds in a tactful and courteous manner utilizing proper telephone/email etiquette.
Facilitates the major incident process ensuring quick support mobilization via callouts and escalation processes.
Responds to user concerns by helping with their problems and/or procedures, answering questions and/or escalating calls and tickets to the appropriate support group.
Identify internal system problems and work with appropriate area for resolution.
Operates production printers to print customer bills, reports, and other forms ensuring the highest quality standards are achieved.
Distributes departmental reports throughout the building according to instructions.
Performs racking and stacking of IT equipment in multiple data center locations.
Maintains detailed inventory of data center IT assets.
College level coursework (100+) from an accredited institution will be evaluated on an individual basis according to the skill/level to determine if applicable to the position by management.
At job entry, placement will be determined by a review of college transcripts and related work experience. A minimum of 6 years of related experience is required for the senior level. Once placed into the job family, an employee may become eligible for promotion by demonstrating the ability to perform advanced and more difficult work as determined by their management and meeting experience requirements.
Knowledge & Skills
Basic understanding of network monitoring concepts and management tools.
General knowledge of network topology and standards.
Basic level understanding of virtualized platforms such as VMWare, AWS, Azure, and Citrix.
Ability to perform duties methodically despite frequent interruptions by telephones, alarms and employee requests
Ability to assess, prioritize, respond, and escalate issues accordingly.
Requisition ID: 15013
Arizona United States
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