Network Support II

Under the supervision of the NOC Management team the Network Support II monitors, maintains, and troubleshoots mission critical IP networks, Comtech applications, various computer hardware, and peripherals; provide assistance to internal and external customers and performs other duties as directed., * Monitor network elements for anomalies and reports/troubleshoots issues using network management software.

• Identify, triage, resolve or escalate incidents (i.e., to Tier2 NOC).
• Monitor email for incidents and customer requests.
• Provide first-line technical support for customers via dedicated helpdesk phone line.
• Notify customers on incident progress or status changes.
• Keep abreast of ticket trends and alert management and support recurring issues.
• Perform more in-depth troubleshooting steps above Network Support I to further one-touch resolution of tickets within the NOC.
• Take a more active role in leveraging knowledge and business relationships to assist customers through complex or difficult issues.
• Take a more active role in sharing knowledge within Tier1, learning skills and techniques from interactions with support teams that can be incorporated within the NOC.
• This position will work a 10-hour shift, 4 days a week. Normal hours will be 6pm - 4am EST, Sunday night - through Wednesday night. Shift times may vary due to the needs of the business.

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Superior Customer Service skills.

• Ability to multitask and work well in a high pressure, fast paced environment is essential.
• Intermediate level knowledge of Windows Office Suite.
• Basic knowledge of Windows Server Operating Systems (2003, 2008).
• Basic knowledge of Unix operating system (Solaris preferred).
• Experience in using ticketing systems such as Remedy/Helix.
• At least one (1) year experience in a Help Desk-type support or Network Administration role.
• Must possess the ability to maintain confidentiality of highly sensitive data.
• Attention to detail is essential.
• Must be a quick learner.
• Must be able to grasp new concepts and complex business relationships.
• Clear and Concise written and verbal communications.
• Knowledge of 9-1-1 Public Safety Answering Point (PSAP) environments is a plus, but not essential
• Knowledge of network management tools (HP Operations Manager, Network Node Manager, SolarWinds,.) is a plus

Education:

• Industry recognized certifications (Network+, A+, I-Net+, MCP, Cisco) a plus
• Four-year college degree a plus

This position requires compliance with Comtech's Drug-Free Workplace Program. Candidates must successfully complete a pre-employment drug screening as a condition of hire. Employees may be subject to random, reasonable suspicion, and post-incident testing. Illegal drug use - including marijuana, regardless of state law - is disqualifying under federal adjudicative guidelines and DoD DFARS requirements.

The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location.

3.53.5 out of 5 stars 100 Technology Center Drive, Stoughton, MA 02072 $30.12 - $34.93 an hour - Full-time

Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world's most innovative communications solutions. For more information, please visit www.comtech.com.