You will support the 24x7 Floor Operations / Service Desk function for our managed network services customers this means initiating and working Incident Management tickets, responding to trouble calls/emails from customers and doing network surveillance as assigned by the shift lead. The position is full time eight hours per day supporting the Midnight Shift from our Ashburn, VA location.
Experience dealing with customer service requests via phone/email, trouble isolation / problem resolution, and operating under service level agreements.
Hands-on experience in a NOC environment with Cisco or Juniper routers and LAN switches. Understanding of networking protocols such as IPVPN, IP, MPLS, OSPF, EIGRP, BGP and IPSec.
Solid understanding of IPv4 and basic familiarity with IPv6.
Experience with network management and performance analysis tools. Good understanding of DNS, NTP, Firewalls, ACLs.
Knowledge of ITIL and/or previous work in an ISO operating environment