OVERVIEW:
We are seeking for a Network Engineer for the Network Operation Center (NOC). The NOC ensures the headquarters/campus, national, and international customers of the customer enterprise reach a fully staffed and trained Network Operations Center in Baltimore, MD. The NOC provides proactive monitoring of essential infrastructure routers, switches, all site communication links and routers. The NOC responds to customer reports of network performance problems and effects the resolution of all WAN performance problems directly, by involving 3rd level support components, or maintenance contracts.
GENERAL DUTIES:
- Use customer notification systems, network management and monitoring tools such as SMARTS, NetQos, Exchange Mailboxes and DDM Manager.
- Use customer and management notification tools, network protocol applications used to access remote devices, web resources, Change Asset and Problem Reporting System (CAPRS) and other customer applications used in NMOB.
- Monitor SMARTS monitoring system and other monitoring systems available, as well as monitor alert mailboxes to identify data/voice network, server, and application problems that may have an impact to the customers in accordance with the established timeframes in the NOC Standard Operating Procedures.
- Determine the scope and impact for data/voice network, server and application outages, and provide timely and accurate customer and management notifications using available tools.
- Monitor information posted on Alerts, Severity 1 report, NOC Chat Rooms, NMOB reports, and message boards in the work area, as well as be alert to current issues affecting widespread systems availability.
- Provide Tier ½ voice/data network support.
- Perform detailed problem documentation of systems incidents and outages using CAPRS.
- Perform timely escalation of systems problems/outages.
- Perform proactive and reactive troubleshooting of system problems.
- Coordinate system activities with vendors and other systems components.
- Install and/or reinstall Agency approved software on multiple platform disciplines within the program's Enterprise Network environment.
- Provide support using common Microsoft Administration utilities such as Dell Open Manage, Server Manager, Active Directory Users, and Computers, Event Logs and Performance Monitoring.
- Assist the end-user in determination/resolution of hardware and software problems and document in the incident management system.
- Create KnowledgeBase (KB) articles as needed for routine problem resolution actions.
REQUIRED QUALIFICATIONS:
- BS Degree or 10 years in direct network management experience. Minimum of 6 years of experience in providing network engineering support.
- Cisco Certified Network Associate (CCNA) and Microsoft Certified Solutions (MCSA), or CCNA and Comp TIA Network+.
- Must be able to obtain a client sponsored Public Trust level of adjudication.
- Possess strong written and oral command of the English language.
- 6 months experience with Network Operations and monitoring, as well as second-level support LAN/WAN IT support functions.
- Experience with Remote Assistance Technology.
- Experience diagnosing, isolating, and resolving network related incidents causing degraded response and communication failures.
- Experience diagnosing, isolating, and resolving common server incidents, such as motherboard/hard drive/RAID arrays and other hardware component replacements, AD health and authentication, print server issues, and performance issues.
- Experience performing incident management functions including, following operations procedures, documenting incident tickets (CAPRS), escalating when required, and communicating major events.
- Experience with the following:
o Customer service
o Cisco routers and switches and Telcom Edge Routers
o Out of Band Management
o Microsoft AD environments
o Server 2012/2016 Microsoft Hyper-V and VMware
o Tape backup and restoration
o UPS’s
o Workgroup printers
o Windows 10
o Outlook 2016
DESIRED QUALIFICATIONS:
- A master’s degree in an IT related field.
- May be required to report for duty during period of inclement weather and other emergency situations. This could include being asked to report to an alternate location. May be required to exceed shift hours.
CLEARANCE:
