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Network Operations Engineer in Wake Forest at Vaco

Date Posted: 4/17/2018

Job Snapshot

  • Employee Type:
  • Location:
    Wake Forest
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
  • Job ID:

Job Description

Job Functions:
* Act as technical leader for the network operations center team and as a SME (Subject Matter Expert) on network and customer related issues
* Track major service outages and other service affecting activities. Advise inter-department groups of occurrences and ensure progress towards resolution. Perform case management function on outages as required.
* Handle internal/external customer escalations via phone, tickets or email and escalate further any customer-related issues to the appropriate group or manager as necessary.
* Assist with monitoring, overflow phone queue calls, and creating and handling repair tickets or service orders for customers as needed.
* Develop, maintain, and assist with providing initial training for new employees.
* Provide technical information or direction for less experienced employees as assigned.
* Analyze current network support processes and update as needed and/or refer priority issues to management.
* Special projects and other duties as assigned.
* Ability to work any shift in a 24x7 environment.

Job Requirements:
* Associate's degree in Information Technology, Communications Networking and/or Electronics or related field or the equivalent in training and experience.
* Minimum 6 years of experience in Network Equipment Maintenance or Support, or the equivalent in training, experience and education.
* Minimum of 3 years of experience required in specific network equipment maintenance.
* Excellent verbal and written communications skills required.
* Willingness to attend Vendor-Specific product training as required.

Preferred Qualifications:
* Bachelor's Degree in Information Technology, Communications Networking or related field.
* Strong customer service orientation.
* Experience with Cisco, ADTRAN, Meraki, or Juniper devices.
* Vendor certifications (Cisco CCNA, CCNP, Meraki, Juniper, etc.)
* Experience in Data Troubleshooting as a SME (Subject Matter Expert).
* Advanced knowledge of SolarWinds.
* Experience with use of Microsoft Office Excel & Word.
* ITIL 2011 certification