Network Operations Center Technician

Tential Solutions; Annapolis (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

Tential Solutions in Annapolis, MD, seeks a NOC Analyst for a 3pm–11:30pm EST on-site role. You will monitor core network components, engage providers to restore services, and track incidents in the incident management tool.

The position demands strong customer service, multitasking, and the ability to handle weekend and holiday shifts. The role involves troubleshooting Cisco devices, ITIL practices, and working across Transport, DataLink and Applications in a fast-paced center.

Qualifications

• Requires AA/AS degree or 2-year post high school training with 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.

Responsibilities

• Monitor network management system and engage providers to drive restoral efforts.
• Track incident details and keep information updated in the incident management tool.
• Troubleshoot systems and network problems with limited scope and complexity.
• Oversee high-availability IP networks, messaging systems, and Air to Ground data communications equipment.
• Identify resolutions of routine technical queries from CAS customers and CAS Business Units.
• Work with Senior Team Members to resolve moderate to complex issues and may lead less complex ones.
• Interpret and apply established processes with careful attention to avoid outages.
• Monitor and troubleshoot system performance and network issues; escalate when needed.
• Understand deployment, configuration, and maintenance routines and develop tooling to improve efficiency.
• Participate in network solutions design and configurations.
• Provide customers with guidance to resolve problems with strong attention to detail.
• This is a 24 x 7 365 operation center requiring weekend/holiday work.
• Maintain strong customer service and multitasking skills; manage multiple responsibilities.

Skills

NOC operations

Customer service

Multitasking

Attention to detail

Time management

Education

AA/AS degree or 2-year post high school training

HS Diploma/GED with 2 years of experience

Tools

Remedy

ServiceNow

Netcool

Office 365

Job description

This position is for SWING Shift 3pm-11:30pm EST – On site Annapolis MD.

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

Required Qualifications

• This position requires AA/AS degree or other 2-year post high school training w/ 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 Qualifications

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