Incident Manager / IT - Tech-support 3

Title: Incident Manager / IT - Tech-support 3

Pay Rate: $28/hr. - $30/hr. on w2 basis 

Shift Timing (Day/ Evening/ Night): 11pm-7:30am EST / Mid shift 

Shift Hours : 40 hrs./week

Duration: 12+ months  

Description:

• This role will contribute to the Tier 2 CAS Network Operations Center (NOC). This position is responsible for the incident management of customers within the CAS Operational environment.
• This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from  Aerospace CAS customers and Business Units.

Responsibilities:

• 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 *** Aerospace CAS 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, THIS
• INCLUDES GREAT FOCUS AND ATTENTION TO DETAILS
• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.
• Strong Customer Service skills.
• Candidate will be required to train on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half.
• Transport – Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.
  DataLink – Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.
  Applications – Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.
   

Required Qualifications:

• Network+ Certification
• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Knowledge and understanding of ITIL/ITSM concepts and practices.
• Experience troubleshooting Cisco devices.
• Experience with HSRP/BGP routing protocols.
• This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR
• HS Diploma/GED with 2 years of experience
   

Preferred Qualifications:

• CCNA Certification.
  Knowledge of Remedy, Netcool, Office 0365, ServiceNow.
   

Education:

• HS Diploma/Equivalent is the minimum education requirement - see job description for more information.