Reference # 20-00029 Title Operations Bridge Support Specialist
Location Glendale, ARIZONA
Position Type Right to Hire
Experience Level Right to Hire
Start Date / End Date 27-01-2020 --- 06-07-2020
Description
Job Summary
This position will be a key member of the NOC, responsible for monitoring and acting on alerts and trouble tickets.
Maximize availability of critical systems and components through advanced performance/availability monitoring and reporting, troubleshooting and timely resolution of incidents.
Quickly identify and analyze events from monitoring system. Work independently while providing clear, documented activities to include customer or technical issues.
Troubleshoot, evaluate, track, and manage problems and recommend the best solutions while escalating to higher tiers according to Ops Bridge procedures.

Performs professional level of work and assists with solutions requiring analysis and research.
Responsibilities span the full range of IT Operations Bridge core functions (Network, Telecom, Platform and Applications).
Maintain configuration and integrity of computer operating systems and related software. Implements operating system enhancements that will improve the reliability and performance of the system.
Follow through and assist in troubleshooting after escalating to Tier III staff. Facilitate and coordinate the flow of communications between the NOC and Engineering, as well as external vendors and third party partners.

Essential Skills/Principal Responsibilities
Provides Tier II support, performing routine problem diagnosis. Resolves routine issues under direction and/or following written procedures, documenting cause and actions taken.
Responsible for monitoring and acting on alerts and trouble tickets in support of event/incident management.
Possess experience in core technology domains such as Network, Telecom, and Platform.

Possess experience application monitoring and troubleshooting.
Serve as technical lead and assist Tier III with deployments and RFC's as required

Perform installation, upgrading, patching, configuration management and troubleshooting.
Responsible for validation and modification of Knowledge base documentation of policies and procedures
Provide monitoring and control of the CLIENT'S Infrastructure Systems by utilizing system management tools
Provide input and feedback for the use and optimization of NOC event/system management applications/tools as well as NOC processes and procedures

Responsible for monitoring incident ticket system and assigning incoming automated tickets to appropriate support personnel.
Perform other duties as assigned

Ability to run and manage Major Incident bridge calls and send executive communications.

Knowledge, Skills and Abilities
Proficient in platform internals, advanced debugging and root cause analysis skills
Proficient in event/incident management skills
Strong ability to troubleshoot a wide-variety of IT related issues.
Understanding of enterprise server platforms, network, voice systems, security protocols and technologies
Proficient in application implementation, system upgrades, and routine maintenance
Obtain and/or maintain technical certifications necessary for continued growth and success

Understanding and working experience with physical and virtual environments (VMWare)
Support and maintain end user requirements, including troubleshooting, account maintenance and training
Troubleshoot, evaluate, and track network/systems problems.

Knowledge with Linux/Unix system, troubleshooting and configuration.
Knowledge of Avaya products including Site Administration
Strong written and communication skills
Monitoring tools: Solarwinds, Cisco UCS, Client Sitescope, Dynatrace, RUM, VSphere, Sciencelogic EM7


Skills and Experience Required
Education, Work Experience, Licenses &Certifications
Required:

Bachelor's Degree in Computer Science, Information Technology or equivalent, relevant experience, training and education
2-3 years IT Event Management experience in NOC environments
3-4years IT work experience working in multiple windows system environments
3-4 years of experience as a Telecom, Network or Systems Administrator
3-4 years of customersupport experience

Experience with ticket management systems.

Certification(s)
Preferred:
MCSA, MSCE, VCA, CCENT, CCNA, Avaya, A+, Network+, ITIL certified