Network Operations Center Technician; 3rd Shift

Job Description

Overnight Shift – 11 PM – 7:30 AM. Rotations: 5 days on 2 days off; 5 days on 3 days off. Occasionally includes second shift positions 3:00 PM – 11:30 PM.

• Experience in a Network/Security Operations Center – 24/7 support; proven intake, prioritization, triage, troubleshooting, escalation of network/systems/application incidents and problem management.
• Previous experience monitoring, troubleshooting system performance, resolving or escalating network issues; monitoring network management systems.
• Hands‑on knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Hands‑on knowledge and understanding of ITIL/ITSM concepts and practices (currently leveraging SNOW; previous Service Now ticketing preferred).
• Customer Service/Call Center experience; excellent communication and collaboration skills – interacts with internal stakeholders and external customers.

• Monitors network management system and engages telecom providers to drive restoral efforts.
• Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
• Solves systems and network problems/questions with limited scope and complexity.
• Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
• Identifies resolutions of routine technical queries from our client's customers and CAS Business Units.
• Takes guidance from other team members or management to resolve less routine issues.
• Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
• Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
• Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.
• Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
• Participates in network solutions design and configurations.
• Analyzes issues and provides customers with guidance to resolve problems.
• Individual job duties may vary.
• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.

• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Knowledge and understanding of ITIL/ITSM concepts and practices.
• This position requires an AA/AS degree or other 2‑year post‑high‑school training with a minimum of 6 years of relevant experience.
• In the absence of a HS diploma, GED or AA/AS degree, 8 years of relevant experience is required.
• A Bachelor’s degree in the appropriate discipline and less than 2 years of relevant experience.

• Knowledge of Remedy, Netcool, Office 365, Service Now.
• CCNA certification.

Entry/Junior

Contract to Hire position based out of Annapolis, MD.

The pay range for this position is $27.00 - $30.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.