Job Summary

Responsible for monitoring Network and Infrastructure devices. The role will oversee layer one troubleshooting, following process and procedures already established and prioritize incidents based in urgency and criticality.

Representative Responsibilities

• Monitor Network and Infrastructure dashboards in order to action active alarms
• Basic troubleshooting on Network and infrastructure issues
• Create, update and document Service Now incidents and requests
• L1 support for networking such as: SD-WAN, WAN and LAN connectivity (routers, switches, firewalls, wireless)
• Follow process and procedures for different technologies such as but not limited to Network and infrastructure services
• Work with 3rd party vendors to resolve internal Network and infrastructure issues
• Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion
• Communicate with customers as needed regarding ticket progress
• Create and update technical documentation

Required Education

• BA or BS Management Information Systems, Computer Science, or Engineering preferred.
• Basic knowledge of Networking, Servers and storage and Azure

· CCNA or Network+ Certifications are a plus

· Azure certification is a plus

· Server + certification is a plus

Required Skills & Experience

• Three years of relevant experience in multiple IT areas with a minimum of two years of relevant monitoring and troubleshooting work (data, network, application, systems, etc.) required.
• Good knowledge and experience with Network and cloud technologies
• MERAKI technology layer one troubleshooting
• Basic understanding of DNS/DHCP
• Experience with monitoring tools such as Meraki Dashboard, Solar Winds, etc.
• Experience handling 3rd party vendors
• Demonstrated experience with ticketing systems, escalations, and documentation.
• Excellent English communication skills, written and verbal.
• Quick thinker
• Can handle the stress related to balancing multiple issues and perspectives