Primary Job Duties and Responsibilities (Essential Job Functions)?Proactively monitor IT infrastructure and assure rapid and superior response to alerts to. Apply troubleshooting and technical skills to help diagnose and mitigate, as well as coordinate with company workgroups, internal and external technical service providers, and business partners to resolve incidents. Work within a ticketing system to track, maintain, and escalate incidents and requests.
Act as the technical liaison support between other information technology groups and the technology resource center.?Confer with internal and external technical support staff including vendors and carriers when necessary to work on affected hardware, software and associated peripheral devices including voice and data circuits to come to a timely resolution to incidents within Service Level Agreements (SLAs).
Responsible for prioritizing actions required on concurrent events identified through automated alerts, monitoring, or direct contact by a company workgroup, internal or external technical service providers or external business partners.
Coordinate planned outages and maintenance work with internal and external technical service providers as it would integrate with the Incident Management process.
Provide limited after-hours support for Service Desk rollover calls according to shift.
Education
Bachelor?s degree in computer science, Information Technology or related field; or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a Bachelor?s degree. A minimum of two years additional directly related technical experience is required.)?????
Prior Job Experience
Three years of experience in a NOC environment or similar.
Knowledge, Skills and Abilities
- Basic level analysis and design skills involving the ability to gather data on systems issues, ability to diagnose server, voice or network alerts, events or issues
- Basic knowledge of current technologies, tools, applications, and vendors along with understanding of common information architecture frameworks
- Professional technical certifications in infrastructure solutions or ability demonstrate equivalent knowledge.
- Cisco Certified Network Associate (Compulsory), CCNP, CCIE etc.
- Demonstrate proficient knowledge in all of the following core disciplines:?
- Network Device Management and Troubleshooting:
- Enterprise Network Routing LAN-WAN-WLAN-DC
- Enterprise Network Switching
- Enterprise Firewalls
- Basic knowledge of utility energy management and industrial control (OT) networks desirable.
Candidate must also have:
- Hands on configuring and troubleshooting experience on router, switches / firewalls / multiplexer/ networking devices?
- A solid understanding of the OSI or TCP/IP model? A good understanding of, and experience with, most of the following network technologies: 802.1q, HSRP, OSPF, BGP, NAT, ACLs, IPSEC, and SNMP.
- Effective oral and written communication skills.
- Effective analytical and problem-solving skills.
- Ability to prioritize and handle multiple tasks and projects concurrently.
- Employees must be able to perform the essential functions of the position, with or without an accommodation
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or related field OR equivalent work experience
- Minimum three years of experience in a NOC environment or similar
- Cisco Certified Network Associate (CCNA) certification
- Hands-on configuration and troubleshooting experience on routers, switches, firewalls, multiplexers, and other networking devices
- Working knowledge of OSI and TCP/IP models and network technologies: 802.1q, HSRP, OSPF, BGP, NAT, ACLs, IPSEC, SNMP
- Experience with enterprise network routing/switching (LAN/WAN/WLAN/DC) and enterprise firewalls
- Effective oral and written communication skills and ability to prioritize multiple tasks
- Availability to provide limited after-hours support according to shift
- Basic knowledge of utility energy management and industrial control (OT) networks
- Professional infrastructure certifications beyond CCNA (CCNP, CCIE) or equivalent demonstrated knowledge
What We Do
Technology is mission-critical to your business so it must work — continuously. That’s why Pomeroy is always working. Everything we do — every assessment, every equipment procurement, every service outcome — is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We’re where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.
