Tier II Technician Incident Management

CyberCore Technologies; Springfield (VA); Presencial; USD 60.000 - 85.000; Jornada completa

Descripción de la vacante

CyberCore Technologies is seeking a Tier II Incident Management Technician in Virginia to support LAN/WAN devices and incident resolution. You will use ServiceNow for ticket handling, apply OSI-layer knowledge, and coordinate with the network team to maintain performance and availability.

Key duties include VLAN/L2 and routing/L3 troubleshooting, MPLS analysis, asset validation, and collaboration with vendors.

Formación

• Experience configuring and troubleshooting LAN/WAN environments.
• Familiarity with incident tickets and service desk workflows (e.g., ServiceNow).
• Understanding of OSI layers 1–3 and network topology diagrams.
• Ability to evaluate and implement network performance improvements.
• Ability to communicate with vendors and service providers.

Responsabilidades

• Support installation and maintenance of client LAN/WAN devices.
• Respond to and resolve incident tickets within ServiceNow.
• Administer networks including hardware, software, and configurations.
• Coordinate network maintenance, upgrades, and repairs.
• Validate topology drawings and manage asset records.
• Troubleshoot VLANs and inter-site routing (L2/L3).
• Troubleshoot MPLS across the WAN and assess new technologies.
• Collaborate with architecture teams and vendors to resolve incidents.

Conocimientos

OSI model knowledge

Network troubleshooting

LAN/WAN concepts

Incident response

Vendor liaison

Herramientas

ServiceNow

Microfocus tools

Riverbed

Descripción del empleo

CyberCore is looking for a Tier II Incident Management Technician to support the customer's computer data communications systems, providing network devices and incident troubleshooting. Technicians provide additional support by ensuring network devices meet baseline configurations, software, and network performance standards. Technicians will make extensive use of Microfocus tools, ServiceNow, and knowledge of the various levels of the Open Systems Interconnection (OSI) model to complete daily network Operations and Maintenance (O&M) tasks.

The Job Duties of the Tier II Incident Management Technician are as follows:

• Support the installation and maintenance of the client Local Area Network (LAN)/Wide Area Network (WAN) devices.
• Respond to, update, and resolve incident tickets within ServiceNow.
• Administer networks including hardware, systems software, applications software, and all hardware configurations.
• Coordinate network operations, maintenance, repairs, or upgrades.
• Perform configuration management functions such as validating topology drawings and ensure that asset management records are accurate.
• Leverage knowledge of OSI layers 1, 2, and 3 to troubleshoot various network faults and performance issues.
• Configure and troubleshoot layer two switching (Virtual Local Area Networks (VLANs))
• Modify and troubleshoot layer three routing across the enterprise network.
• Conduct extensive troubleshooting of Multiprotocol Label Switch (MPLS) across the WAN.
• Participate in evaluation of new network technologies and provide recommendations to the network architecture team regarding the integration of these technologies into the existing network.
• Ensure adequacy of plans for hardware and communications. Develop and implement methodologies for analysis, testing, and support of LAN and WAN networks.
• Leverage various network tools such as Microfocus and Riverbed to quickly identify and isolate customer impacting events on the network.
• Communicate and troubleshoot with vendors and other service providers to efficiently resolve incidents.
• Diagnose hardware and software problems and coordinate the replacement of defective components.