Jr. Network Engineer - Denver, United States - York Solutions, LLC

Description

Position Overview:

Works on the Telecom & Network Services Network Operations Center (NOC) team as a Level 1 Operator whose primary responsibility is Event and Incident Management for the communications network.

Works with customers, staff, vendors and others to assess impact to the network and consider available remediation. Focuses on driving up network availability and helping with change management.

Develops and leverages a thorough understanding of and experience in enterprise networks and infrastructure to increase efficiencies, ensure consistency, and add value.

The Senior Operator serves as a leader in diagnosing and developing solutions from data, information and process-related business challenges. Serves as the team lead Operator and is responsible for training new Level 1 Operators.


Responsibilities:

• Primarily performs the role of Incident Agent. Effectively use monitoring tools and respond to alerts that impact the environment.
• Perform initial triage and determination of system faults and performance issues; Create incident tickets and assign to the appropriate Incident Assignee group. May also perform the role of Incident Assignee and/or Incident Analyst managing trouble tickets, troubleshooting, resolving, assigning and escalating as appropriate for timely resolution and response, retaining ownership to bring the incident to a close.
• Monitor the network to ensure that all agreed Service Levels are met.
• Detect service degradation and/or failures in power, communications equipment, software, or circuits.
• Answer daily calls for support related to NOC issues. Ensure resolutions and documentation requirements are followed in resolving issues and assigning the NOC incident to the proper area for Root Cause Analysis.
• Provides support and coordination for High Priority Incidents.
• Ensure all control center, emergency response, and dispatch processes, and administrative processes are followed and in compliance with regulatory requirements.
• Ensure the Problem and Escalation Management procedures are correctly followed and that all problems are recorded in the appropriate problem management tools.
• Collects configuration changes resulting from repair; tests and identifies procedures to improve support; contributes to knowledge base content.
• Ensure network changes are incorporated and communicated effectively.
• Works special projects as assigned by management

Required Experience:

• Bachelor's degree in business, or related discipline or an equivalent combination of education and experience
• 5 years of experience in operations, process management, process improvement in IT operations
• Demonstrated ability to work in a diverse and rapidly changing business environment, integrating with multiple groups and vendors, working as part of a team in achieving desired objectives; strong interpersonal skills, customer focus, communication, time management and analytical abilities.
• Ability to manage pressure associated with multiple, simultaneous high-impact tasks routinely; prioritize and dispatch resources efficiently.
• Excellent interpersonal skills, oral and written communication skills.

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