Job-Specific Essential Duties and Responsibilities:
- Provide hands-on support for enterprise network operations, including continuous monitoring, triage, dispatch, and restoration activities to maintain 24x7x365 service levels.
- Perform routing and switching troubleshooting across LAN, WAN, wireless, and external connectivity environments supporting voice, video (VTC), and data services.
- Respond to and resolve network incidents, including coordinating restoration activities for multiple simultaneous failures in large-scale environments.
- Execute break-fix support, provisioning, and service request fulfillment for network infrastructure components.
- Support proactive network monitoring and performance management to identify and address potential issues before service disruption occurs.
- Coordinate with Network Architects and the Network Services Lead during high-severity incidents to ensure rapid resolution and service restoration.
- Provide real-time status updates and maintain accurate documentation of incidents, actions taken, and outcomes within enterprise systems.
- Support configuration changes and implementation activities in accordance with established change management and governance processes.
- Assist in maintaining network documentation, including configurations, diagrams, and operational procedures.
- Contribute to ensuring high availability and reliability across a large-scale network infrastructure with stringent uptime requirements.
Job-Specific Minimum Requirements:
- Bachelor’s degree in Network Engineering, Information Technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of experience in network engineering or network operations roles.
- Cisco Certified Network Associate (CCNA) or higher (CCNP preferred).
- Demonstrated experience supporting enterprise network operations in a 24/7 environment.
- Hands-on experience with routing and switching technologies (e.g., Cisco routers and switches).
- Experience performing network troubleshooting and incident resolution, including handling multiple concurrent issues.
- Experience supporting network monitoring tools and performing proactive performance analysis.
- Ability to execute break-fix activities, provisioning, and service request fulfillment.
- Experience working with network infrastructure components such as routers, switches, firewalls, and load balancers.
- Familiarity with change management processes and controlled deployment of network changes.
- Ability to document network incidents, configurations, and operational activities accurately.
- Experience working in high-availability environments with defined SLA/uptime requirement
Preferred Skills and Qualifications:
- Experience supporting federal environments.
- Experience working in large-scale, geographically distributed network environments.
- Familiarity with incident management and ITIL-based ITSM processes.
- Experience supporting VoIP and VTC network infrastructures.
- Knowledge of network performance optimization and monitoring tools.
- Ability to work effectively in high-tempo, mission-critical environments.
- Strong problem-solving and troubleshooting skills.
- Effective communication and coordination across cross-functional teams.
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