Event Monitoring Services Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Delivers phone, remote, and on-site technical support to users in the realm of network connectivity, in addition to providing BAS support for Building Automation Switches.

• Leads the daily 8:30 Operations call with key GSA stakeholders and vendors on Thursdays and Fridays.

• Proactively oversees the GSA infrastructure using SolarWinds and other monitoring tools.

• Offers Help Desk support, which includes answering phone inquiries and web content, as well as monitoring the EM&EM Ticketing queue.

• Records all activities in our ITSM system (ServiceNow).

• Collaborates with onsite staff to address network and broader IT challenges.

• Provides basic assistance with network and server configurations.

• Responds to intricate technical control facility hardware and software issues.

• Engages with telco vendor support service teams to ensure appropriate escalation during outages or instances of reduced system performance.

• Monitors and addresses hardware, software, and network-related issues.

• Assists in the routine testing and analysis of all components of the network facilities, including power, software, communication machinery, modems, and terminals.

• Utilizes software and hardware tools to identify and troubleshoot complex problems and factors impacting network performance.

• Troubleshoots network systems effectively.

• Aids in the testing, installation, and support of network communications, encompassing LAN/MAN/WAN systems.

• Provides support for information systems operations tasks, including computer and telecommunications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and overall operations.

⛳️ Requirements

• Must possess a Public Trust Clearance or the ability to obtain one.

• ITILv4 Foundation Certification is required within 120 days of the start date.

• Excellent communication skills are essential.

• At least 1 year of experience with SolarWinds or comparable tools.

• Prior experience in a Network Operations Center (NOC) is preferred.

• Works with considerable independence in creating methodologies and presenting solutions to challenges.

• Experience in providing support for information networks and physical infrastructure, including hardware/software for routers, switches, servers, printers, scanners, and video teleconferencing (VTC suites).

• Proficient in troubleshooting wireless networks and Wireless Access Points (WAPs).

• Willingness to work various shifts, including scheduled holidays, is a must.

• Proven ability to apply extensive knowledge across key tasks and high-impact assignments.

• Familiarity with technologies such as Active Directory, Windows, ServiceNow, Network Monitoring Systems (SolarWinds), Cisco Prime, and LAN/WAN control protocols is preferred.

🏝️ Benefits

• Health insurance is provided.

• Flexible work arrangements are available.