- Network Monitoring and Surveillance
- Monitor elements, devices and other components within a designated span of control (WAN, SD-WAN, Transport) to identify events, incidents or problems with services, networks or elements
- Log identified incidents / problems in the ticket system
- Initiates the incident management process
- Initial support for Incidents and Service Requests
- Provided first-level support by handling incidents or Service Requests using the Incident Reporting and Request Fulfilment processes
- Collects, obtains and logs information necessary to diagnose the incident
- Performs initial diagnosis
- Resolves routine incidents
- Incident Management / Restoration Management
- Direct, coordinate and oversee the actions of the resources restoring a service
- Drive service restoration to meet defined Incident Management policies and service level commitments
- Drive the efficiency and effectiveness of the Incident Management process
- Produce management information
- Manage the work of incident support staff (first- and second-tier)
- Monitor the effectiveness of Incident Management and making recommendations for improvement
- Develop and maintaining the Incident Management systems
- Manage Major Incidents (Severity 1 and Severity 2)
- Develop and maintaining the Incident Management process and procedures
- Major Incident Team Member
- The Major Incident Team Member role is to provide subject matter expertise to facilitate resolution of the Incident within the Incident Management process.
- Communications Specialist
- Establish and manage bridge calls for incidents and outages
- Provide notifications for incidents and outages
- Provide a point of contact for to the incident response team
- Provide translation of incident communications from technical details into non-technical summarizations.
- US Citizen with background check
- High School Diploma or GED
- Some understanding of LAN, WAN, SD-WAN and Network Transport technologies including VPN, and DMVPN.- we will train on the specifics
- Basic understanding of runbooks and troubleshooting network issues.(we will train on this)
- Excellent oral and written communication skills.
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Tier I NOC Technician Second Shift Sun-Th. 3 - Strongsville, United States - Acuative Corporation
Description
Job Description
Job DescriptionRoles & Responsibilities
The Tier 1 NOC Technician performs the following roles and responsibilities:
Note: The Incident Management role is given the authority to manage incidents effectively through first, second, and third tier support.
Minimum Qualifications