Ops Tech II

Apex Systems; St. Louis (MO); Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

A leading IT services company is looking for an Ops Tech II for a 6-month remote contract. This role involves managing incidents from start to finish, isolating and resolving customer issues efficiently. Candidates should have 1-3 years of DWDM network support experience and be comfortable working in a fast-paced customer service environment. Familiarity with Ciena or Infinera equipment is highly desired. This position also involves troubleshooting, maintenance, and strong communication skills in a customer-focused role.

Qualifications

• 1-3 years of managed DWDM network support experience.
• Ability to work in a fast-paced customer service environment.
• Experience with Ciena or Infinera is highly desired.

Responsibilities

• Own incidents from cradle to grave.
• Isolate and resolve customer issues.
• Perform maintenance as needed.
• Troubleshoot in a NOC.

Skills

Managed DWDM network support/troubleshooting

Customer service environment

Knowledge of Ciena or Infinera

Ability to log into network devices

Understanding of fiber networks

Job description

Overview

Job#: 3014403

Title: Ops Tech II

6 Months Contract

100% Remote

Responsibilities

• Techs own incidents from cradle to grave.
• The team is a blended NOC and Repair shop.
• Customers email and call when experiencing issues.
• Issues need to be isolated and resolved.
• They also perform maintenance.
• Troubleshooting in a NOC is sufficient.
• Need to find the right card and ensure it is correct.
• Understanding the field is necessary, but extensive experience is not required.

Qualifications

• 1-3 years of managed DWDM (IP a plus) network support/troubleshooting experience, including working with Ciena, Infinera, and Cisco equipment.
• Ability to work in a fast-paced customer service environment.
• DWDM experience required.
• Experience with Ciena or Infinera is highly desired.
• Classic Nokia experience could work.
• need to know how to log into these devices and navigate them.
• Understanding security and credentials is essential.
• Must understand what a fiber network is and be able to read data layout records.
• Ability to answer phones is required.

Security/Eligibility

• US Citizen – NSA clearance required.
• Customer is a household name with end customers in mainland China.
• Held accountable by the Pentagon given worst-case scenarios.
• 24/7 operations.

Shifts

• 4–10-hour shifts. Swing shift is Noon to Midnight. Night shift is 8 PM – 8 AM. 1-3 people per shift. 5 are on the overnight shift across 7 days.
• Expect they’ll spend time on the midnight shift. Days, Swings (12-8), Midnights.

Interview Process

• Engineer and panel interview. John and Mandy conduct a character interview, followed by a panel interview with Engineers.
• FTE conversion would be a business decision but no timeline.

Notes

• Candidates' experience should be optical, not electrical.

DWDM Solutions

• Ciena: A major player in DWDM, offering a wide range of solutions from the edge to the core of the network. Their platforms, including the 6500 Family and Wave server Family, leverage their Wave Logic coherent technology for high-speed, flexible, and programmable optical transport.
• Nokia: Including classic Nokia and the influence of Infinera.

Additional Qualities

• Candidates should enjoy exploring and be self-directed. They should be inquisitive, ask the right questions, and have a drive to learn.
• The team uses a Repository via SharePoint site with customer information such as networks and devices used.
• Maintenance calendars are documented, and preparation is done for those that run overnight.
• Everything should be documented in a ticket, and ticket reviews are performed.

EEO Information

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details.