Tech Support

Donatech Corporation; Annapolis (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

Donatech Corporation is looking for a network management professional in Annapolis, MD. The role requires monitoring network systems, troubleshooting issues, and providing exceptional customer service.

Ideal candidates will have a Network+ Certification, knowledge of TCP/IP protocols, and experience with Cisco devices. This position operates on the MID Shift from 11:00pm to 7:30am, including some weekends and holidays.

Qualifications

• Network+ Certification required.
• Knowledge of TCP/IP networking protocols is essential.
• Minimum of 1-2 years relevant experience or 2 years with a GED.

Responsibilities

• Monitors network management system and engages telecom providers.
• Tracks incident details and updates management tools.
• Solves systems and network problems.

Skills

Network+ Certification

Knowledge of TCP/IP networking protocols

Customer Service skills

Troubleshooting Cisco devices

Efficient at multitasking

Education

AA/AS degree or HS Diploma/GED

Tools

Remedy

Netcool

ServiceNow

Job description

Position would require the candidate to be a W2 employee of Donatech. US Citizenship Required.

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 client 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, with 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, taking on multiple responsibilities, prioritizing and delegating.

Training Requirements

1. Transport – Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switches, 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.

Shift Hours

This position is for MID Shift 11:00pm to 7:30am.

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.

Preferred Qualifications

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