Job Summary:
The Network Operations Support Technician is responsible for monitoring and maintaining LAN/WAN networks, including point-to-point, wireless, campus, VPN, and agency host computer configurations across statewide multi-complex networks. This role involves applied and developmental technical work in data systems monitoring and maintenance to ensure service reliability and availability within a 24/7 operational support environment.
Responsibilities:
- Monitor network alarms, alerts, and faults and respond promptly to maintain service reliability.
- Maintain and update ServiceNow records including incidents, requests, problems, configuration items, change requests, and resolution details.
- Analyze data network reports from management systems, databases, and spreadsheets to identify and resolve equipment or service issues.
- Initiate trouble reports and corrective procedures involving maintenance or technical support personnel.
- Participate in shift work including weekends and holidays as part of a 24/7 support team.
- Complete training on 2nd and 1st shifts before transitioning to 3rd shift operations.
Required Skills & Certifications:
- Minimum 1 year experience with LAN/WAN maintenance and support.
- Minimum 1 year of call center or service desk experience.
- Strong customer service skills.
- Knowledge of voice and data circuits, troubleshooting, and research.
- Familiarity with incident ticketing systems such as ServiceNow or Remedy.
- High School Diploma or GED.
Preferred Skills & Certifications:
- CompTIA Network+ Certification.
Special Considerations:
- Must participate in shift work including weekends and holidays.
- Required to train for 2 weeks on 2nd shift, then 2 weeks on 1st shift before starting 3rd shift.
- Work environment involves monitoring multi-complex statewide networks for both voice and data circuits.
Scheduling:
- 3rd shift schedule from 12:00 AM to 8:00 AM.
- Shift rotation pattern: 10 days on, 4 days off, 5 days on, 2 days off, then repeat.