Network Operations Specialist I - 300210

Customer-oriented Experience with network monitoring tools and methods preferred Baseline knowledge of routing protocols (OSPF, BGP) Limited experience accessing & configuring routers (IOS XE) IPSec tunnel support General engineering WAN, LAN & Wireless support for Cisco, Palo Alto and Aruba products General understanding of enterprise wireless standards Basic understanding of WAN circuit types (Serial & Ethernet) ITIL Framework knowledge and/or certification preferred

Answer phone calls and triage emails from event management systems. Assist customers requiring service desk level support. Contact telecom providers and arrange troubleshooting activities. Document work performed to restore services. Support and perform tier-1 level network router or wireless environment maintenance and troubleshooting. Document and resolve incidents and troubleshoot network communications/infrastructures issues. Track tasks using ServiceNow for ticketing. Communicate with customers regarding network issues, problems, and solutions. Lead/participate in network engineering/customer/user teleconferences. Support network projects and conduct QA on network inventory. Provide routing/switching/wireless support for Cisco, Palo Alto, and Aruba products. Provide support for circuit incident management with vendors. Support wireless technology for remote sites. Contribute to organizational objectives to meet SLAs. Develop documentation of supported processes and update service design documents and site topologies.