Operations Technician II - Public Sector

The Role

The Operations Technician (Network Operation Center Environment) will work in a challenging, hands-on environment supporting the U.S. Department of Veterans Affairs (VA).

Location and Schedule
This is a hybrid role with an in-office requirement.
The preferred candidate should reside near Chicago (Hines), IL or Martinsburg, WV, within 1.5 hours of the office.
The schedule is Tuesday - Saturday, 12 am - 8 am ET, with 2-5 office days per month.

The Main Responsibilities

• Provides 24x7x365 on site monitoring health status of Network nodes and both carrier circuits.
• Utilizes VA provided monitoring, management, and ticketing tools to provide real-time response to events on the network.
• Utilizes Carrier ticket system and tools to escalate, update and communicate with Carrier and Telco entities.
• Works with Carrier (Long Haul and Local Exchange) and VA site personnel to triage and troubleshoot events identified and tracked in VA and Carrier ticketing systems.
• Provide timely escalations status to both Carrier and VA Management as outlined by NOC WAN Ops processes and procedures.
• Follows, improves, and establishes standard operating procedures to standardize processes, monitoring and reporting.

What We Look For in a Candidate

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3 to 10 years of applicable experience 
Must have general networking, telecommunication, and troubleshooting experience.   
Must have excellent customer service (includes solid customer facing skills), written and verbal skills.
Must be willing to work a hybrid schedule in a customer facing environment (subject to improvements and change in conjunction with VA oversight)
Ability to effectively communicate with peers and customers
Must be willing to work Shift work 24x7 coverage, weekends, holidays and on-call rotation.
Must be familiar with the following Juniper (JunOS), Netscreen Firewalls SolarWinds, Cisco and Fortinet Networking Hardware.
Must have experience with application-level firewalls (proxies)

Preferred Qualifications:

Associates degree in a related field or equivalent work experience in the communications, networking or cybersecurity fields.
Understand layer 2 and layer 3 technologies (BGP, VLANs, Trunking, ACLs, IPSec, and L2TP).
Basic enterprise Linux skills, VMWare, SQL, and Basic Windows Server Administration.
Familiar with Network Monitoring tools.
Ability to work in a consultative manner with others, i.e., establish rapport, interview, fact-find, present options recommend solutions, follow-up and customer-focused behavior.
Proven ability to work in a dynamic team environment with changing requirements and competing priorities.
Security Requirements: eligible to obtain Public Trust clearance.. Applicants selected will be subject to a government security investigation.

Compensation

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