Tier 2 Network Technician

• Work with network protocols and technologies
• Triage network issues, document information, initiate customer notification if necessary, and/or escalate to network engineers
• Utilize Information Technology Service Management (ITSM) applications to document all troubleshooting steps, results, and customer communication
• Work within pre-defined processes following established standard operating procedures
• Use ServiceNow ITSM application to process incidents, customer generated incidents, Customer Service requests and various tasks
• Manage inbound calls from customers and process incidents and other information
• Confirm accuracy of information from a variety of source data sets
• Operate within Customer Service Level Agreements (SLA) or Service Level Objectives (SLO)

• 2 to 4 years of experience working with communication networking devices including routers and switches.
• Experience with use of software tools, preferably SolarWinds to monitor networking devices.
• Experience with processing incident tickets and work orders using software systems, preferably ServiceNow.
• Knowledge of IP communication networks and communication devices such as routers, switches and cellular modems.

Requirements:

• US Citizen or Permanent Resident;
• Minimum 3-year technical degree in networking or computer technology;
• Knowledge of IP networks and Ethernet communication (network admin certifications a plus).
• Prior experience working at an network operations center
• Knowledge of standard business software products.
• Prior experience with SolarWinds and ServiceNow a plus.
• Must pass a background check and drug screening test, * Computer networking: 1 year (Required)
• Databases: 1 year (Preferred)
• Ethernet: 1 year (Preferred)

Pulled from the full job description Health insurance Retirement plan Paid time off Dental insurance

Full job description

Schedule:

• 4-day work week (Wednesday through Saturday)
• 10-hour work night shift (11pm to 9am US Central Time), * Dental insurance
• Health insurance
• Paid time off
• Retirement plan