Provide proactive monitoring of critical infrastructure routers, switches, all site communication links and routers. Respond to customer reports of network performance problems and WAN performance monitoring. Two of the following certifications required: CCNA, Network+ or MCSA.
Shift: Sunday to Thursday from Midnight to 830am
Essential Duties and Responsibilities include the following: (Not listed in order of importance; other duties may be assigned)
Problem reporting and resolution services to a wide variety of network customers for numerous Local Area Network/Wide Area Network (LAN/WAN) devices, system platforms, Commercial Off The Shelf (COTS) software, customer applications and IT hardware.
Proactive monitoring of critical infrastructure routers, switches, all site communication links and routers.
Support to customer reports of network performance problems
Resolve WAN performance problems directly by involving 3rd level support components or maintenance contractors
Utilize email, Instant Messaging, Alerts, and any other customer notification systems used in NMOB. Use network management and monitoring tools used in NMOB such SMARTS, NetQoS, CiscoWorks, Exchange Mailboxes, and DDM manager. In addition, the contractor shall use customer and management notification tools, network protocol applications, used to access remote devices, web resources, Change Asset and Problem Reporting System (CAPRS) and other customer custom applications used in NMOB.
At all times, the contractor shall monitor the SMARTS monitoring system and other monitoring systems available, as well as monitor alert mailboxes to identify data/voice network, server, and application problems that may have an impact on our customers. The contractor shall respond in a timely manner to minimize impact to customers in accordance with the established timeframes in the NOC SOP, which will be provided to the successful offeror upon award.
Determine the scope and impact for data/voice network, server and application outages and provide timely and accurate customer and management notifications using the tools available.
Monitor the information posted on SSAlerts, Severity 1 report, SSANOC/Network Operations Chat Rooms, NMOB reports, and message boards in the work area, and be aware of current issues affecting widespread systems availability.
Provide Tier 1/2 voice/data network support.
Perform proactive and reactive monitoring of all systems components using various network management and monitoring tools available including SMARTS.
Provide timely and accurate customer and management notifications for systems outages using available notification systems.
Perform detailed problem documentation of systems incidents and outages using CAPRS.
Perform timely escalation of systems problems/outages.
Perform proactive and reactive troubleshooting of systems problems.
Coordinate systems activities with vendors and other systems components.
Provide input for the Knowledgebase.
Document all troubleshooting efforts through the tools mentioned above. This documentation shall be updated throughout the troubleshooting process.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Bachelor’s degree preferred
Equivalent combination of knowledge and specialized experience may be acceptable in lieu of a degree.
Two of the following certifications required: CCNA, Network+ or MCSA
Government contract may require person to possess proof of U.S. citizenship
Minimum of 6 months experience with Transmission Control Protocol/Internet Protocol (TCP/IP) IPv4/IPv6, very high speed Backbone Network Service (vBNS), Multi Protocol Label Switching (MPLS), VoIP software/hardware.
In addition, contractor personnel assigned shall have minimum experience with basic troubleshooting for Cisco Routers and Switches, Enhanced Interior Gateway Routing Protocol (EIGRP), Borer Gateway Protocol (BGP), dual-carrier networks, wireless LAN/WAN networks, telecommunication circuits such T1,DS3,OC-3,OC-12, VISTA/2003/2000/XP/NT workstation/server, Active Directory, Microsoft Systems Management Server (SMS) 2.0, Microsoft Exchange/Outlook, client/server applications and mainframe systems. Contractor personnel shall become proficient in the use of CAPRS to detail reported incidents. In addition to the ability to provide instructions via telephone, LAN administration and Server hardware administration skills are required.
Working knowledge of the majority of the skills and technologies annotated above, and must be able to learn, with provided training, those skills and technologies in which they lack the requisite experience
Possess strong written and oral command of the English language, as all assistance is provide via the telephone and documented in CAPRS
Ability to organize, prioritize and meet deadlines
Excellent critical thinking skills
Strong self-starter requiring minimal supervision
Strong problem-solving skills
Strong verbal communication to effectively express concepts, plans, and proposal
Clearance: Applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: Employee will occasionally need to lift or move equipment weighing up to 15 pounds. Dexterity of hands and fingers to operate a computer keyboard. Hearing and speaking to exchange information. Seeing to view computer monitor. Sitting for extended periods of time.
Work environment: Professional office environment: temperature controlled office building, low noise level, standard office lighting.