Must Haves
- General IT or networking knowledge
- Customer-oriented, and capable of providing high levels of client satisfaction
- Understanding of technologies, operating systems, networking, etc
- Knowledge regarding at least one of the following vendor products: - Juniper, VMWare, Microsoft, Cisco
- General Knowledge of network cabling, network classification and network topology
- Strong writing skills to maintain organized documentation
Plusses
Day to Day
An employer is looking for a Tier 1 Network Analyst/Tech to provide technical support to a growing base of 911 centers who have migrated to the Next Gen 911 network managed by the State 911 Board. The E911 NMAC Network Operations Center (NOC) Engineers will monitor the AT&T Esinet (Emergency Services Internet Network). Troubleshooting issues with networks and find resolutions to the issues from a central location. Will provide incident response on the system, communicate with site technicians, and customers alike, and track problems through to resolution. Will operate in a 24/7 operation and maintain current SLA’s.
Key Responsibilities:
- Monitor network circuits and promptly diagnose and resolve connectivity issues to ensure minimal downtime and uninterrupted service.
- Create and manage trouble tickets to track and address network-related incidents effectively, providing timely resolution and maintaining accurate records.
- Resolve computer hardware and software issues for North Carolina PSAPs (Public Safety Answering Points), ensuring uninterrupted service for emergency communication systems.
- Report network boundary point failures at the DMARC (Domain-based Message Authentication, Reporting, and Conformance) to local LECs and resolution centers, enabling efficient service support and timely resolution of network issues.
- Offer efficient scheduling assistance to service technicians, facilitating seamless coordination for on-site support and ensuring prompt updates to clients regarding their service appointments and any necessary adjustments.
- Assist in network monitoring activities, proactively identifying potential issues and following up on network maintenance to ensure timely resolution and optimal network performance.
- Escalate complex issues to Tier 2 for advanced troubleshooting and resolution, ensuring comprehensive and effective problem-solving.
- Maintain helpdesk ticketing system, addressing user concerns and providing technical support timely updates for efficient issue resolution and customer satisfaction.
- Utilize Solarwinds monitoring tool software to effectively monitor network performance, proactively identify potential issues, and take appropriate measures for mitigation.
- Provide support for ECaTs (Emergency Call Tracking Systems) and RapidDeploy systems, ensuring seamless operations of critical emergency communication platforms.
- Gather and formalize reports on service interruptions and outages, documenting relevant details and providing insights to facilitate informed decision-making and improve network reliability.
