Works closely with development groups, support groups and vendors to coordinate special operations and communicates/escalates problems as appropriate to meet assigned deadlines.
Provides analytical support for the development and enhancement of system interfaces and may develop or enhance those tools under high-level technical direction from more senior staff.
Assists in daily support of the systems/products assigned, through early detection and pursuit or changes in system responses or operation. Works closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery.
Provides prompt, clear and timely communications. Logs, coordinates and communicates problems using standard problem management and escalation procedures.
Maintains a team focused attitude and work towards creating a healthy, respectful atmosphere.
Participates in troubleshooting conference calls and act as a technical lead to these calls when needed.
Ticket creation, routing and follow-up.
All other duties as assigned.
Key Competencies
Customer focus.
Attention to detail.
Teamwork and collaboration.
Willingness to learn.
Adaptability in a fast-paced environment.
Strong sense of ownership and accountability.
Qualifications
Bachelor's Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems).
At least 2–3 years of networking experience.
Strong understanding of TCP/IP, DNS, DHCP, routing, switching, and VPNs.
Familiarity with routers, switches, firewalls, and wireless access points.
Experience with network monitoring and troubleshooting tools.
Basic knowledge of Windows and Linux operating systems.
Ability to perform initial network troubleshooting and resolve connectivity issues (e.g., ping and trace diagnostics).
Experience using ticketing systems and managing incident tickets (ServiceNow experience is a plus but not required).
Strong analytical and problem-solving skills.
Good verbal and written communication skills.
Ability to work in a night shift operations environment, including shifts, weekends, or on-call schedules as required.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Entry-level networking certifications such as
CompTIA Network+
Cisco Certified Network Associate (CCNA)
Juniper Networks Certified Associate (JNCIA)
Exposure to cloud networking (AWS, Azure, or GCP).
Experience with scripting or automation tools (PowerShell, Python, or Bash) is a plus.
Exposure to network operations, incident management, and stakeholder communication.
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