Network Support I

Under the supervision of the NOC Management team the Network Support I 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.

• 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.
• 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.
• 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.

At Comtech Telecommunications Corp, in the Allerium business segment, every connection counts. With roughly 700 employees, we design, deploy, and operate the mission-critical communications infrastructure that public safety agencies and emergency responders depend on every minute of every day.

Comtech Allerium is powering Next Generation 911 and carrier emergency services across North America. We are helping shape the future of emergency communications - making it more resilient, scalable, intelligent, and accessible. If you’re looking for work that combines meaningful impact, complex challenges, and the opportunity to build technology people genuinely depend on, there’s a place for you at Comtech Allerium. For more on Allerium, please go to www.allerium.com.