Tech-support

Belcan Corporation; Annapolis (MD); On-site; USD 68,000 - 76,000; Full time

Job summary

Belcan Corporation is seeking a Tech-support specialist in Annapolis, MD, for a 12-month assignment. The role supports the Tier 2 CAS Network Operations Center, handling incident management and basic fault resolution for client systems and networks.

This position demands US citizenship and offers comprehensive benefits. Responsibilities include monitoring networks, tracking incidents, and guiding customers.

Qualifications

• Typically requires an AA/AS degree (or other 2-year post high school training) with relevant experience
• HS Diploma/GED with 2 years of experience
• U.S. citizenship is required to access information under this program/contract

Responsibilities

• Monitors incident details and tracks in the incident management tool
• Diagnoses failures of systems and networks and resolves basic technical queries
• Assists with restoral efforts by coordinating with telecom providers
• Oversees high availability IP networks and data communications equipment
• Provides guidance to CAS customers and business units on routine issues
• Works with senior team members to resolve more complex issues and may take a lead role when appropriate
• Interprets established processes to prevent wider failures
• Monitors system performance and escalates network issues when needed
• Participates in deployment, configuration, and maintenance routines to improve efficiency
• Contributes to network solutions design and configurations
• Analyzes issues and offers clear guidance to customers

Skills

Customer service

TCP/IP networking

Problem solving

Multitasking

Education

AA/AS degree

HS Diploma/GED

Tools

Cisco devices

Job description

Job Description

Job Title: Tech-support
Location: Annapolis, MD
Zip Code: 21401
Duration: 12 Months
Pay Rate: $32.89/hr.
Keyword's: #Annapolisjobs; #Techsupportjobs;
Start Date: Immediate

We provide a competitive pay and benefits package. This position is offering a pay rate of $32.89/hr. however, Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

Job Description

This role will contribute to the Tier 2 CAS Network Operations Center. This position is responsible for the incident management of customers within the CAS Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from Client CAS customers and Business Units.

What YOU will do

• 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, this includes great focus and attention to details
• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.

What YOU will learn

• Will be trained 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 ARINC 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.

Education & Experience

• Typically requires an AA/AS degree (or other 2-year post high school training) with a minimum of 6 years of relevant experience OR
• HS Diploma/GED with 2 years of experience
• Candidates must be US Citizen

Qualifications you must have

• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
• CCNA or Security+ certification or equivalent or taking courses
• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
• Prior Customer Service experience
• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Experience troubleshooting Cisco devices.
• Experience with HSRP/BGP routing protocols.

Skills we value

• Efficient at Multitasking, this includes taking on multiple responsibilities, prioritizing, and delegating.

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, colour, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.