Job Description
Job Description
Job title : Network Support I
Department : Apps Maintenance
Reports to : Director, NOC
FLSA : status : Full-time
Last modified : 10 / 17 / 24
Location : Stoughton, MA
Your New Opportunity
As the Network Support Analyst in the Network & Security Operations Center (NSOC), you will be a member team of Tier 1 Technicians, Tier 2 Engineers, and Operations Support Staff providing 24x7x365 Operations, Maintenance, and Help Desk services to Comtech Next Generation 911 customers.
You will provide these services to Public Safety customers serving a community of over 20M citizens, 300 police, fire, and medical 911 centers, while operating 10+ data centers.
Your success will be measured in terms of effective service delivery to customers. Your role will be responsible for delivery of responsive incident management services, and proactive system operations and maintenance services associated with complex high-availability Next Generation 911 systems.
You will interface with partners, vendors, customers, and internal resources to maximize system operations, customer satisfaction, and Service Level Agreement compliance.
You will leverage your expertise in the execution of technical (network, services, and software) in a real time life-dependent environment.
PRIMARY DUTIES :
Incident Management
o Creates incident tickets / workflows in compliance with Center’s Incident Management procedures
o Executes component failure resolution
o Provides support of customer accounts
o Provides support of customers using NG911 system
o Documents Root Cause Analysis for incidents
o Maintains highest incident ticket quality in compliance with Center’s standards
Monitoring
o Monitors multiple dashboards and alerting systems
o Escalates based of the type of alert and criticality of the alert
o Triage and deep dives into alerts using the tools available to pinpoint root cause
Customer Support
o Assists with customer communications and incident follow-up
o Assists customers with operations of complex cyber systems
Operations
o Performs Operations and Maintenance of complex system components
o Documents all planned and emergency Center and provided service provider’s O&M activities in Center’s Tracking System / Calendar
o Facilitates O&M meetings with customers, engineering, and service providers
AS A SYSTEMS TECHNICIAN IV YOU WILL HAVE THE FOLLOWING EXPERIENCE / SKILLS / EDUCATION :
- 2+ years technical school or experience with Networks, Servers, and software application operation, maintenance, or helpdesk.
- 2+ year experience desired in an Network Operations Center position
- Demonstrated understanding of ITIL framework desired
- Demonstrated experience within the Telecommunications Service Provider industry highly desirable
- Associates or bachelor’s degree in STEM related discipline highly desirable
Comtech Telecommunications Corp. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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