Tech Support

**Position would require the candidate to be a W2 employee of Donatech.

US Citizenship Required.**

• Monitors network management system and engages telecom providers to drive restoral efforts.

• Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.

• Solves systems and network problems/questions with limited scope and complexity.

• Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.

• Identifies resolutions of routine technical queries from client CAS customers and CAS Business Units.

• Takes guidance from other team members or management to resolve less routine issues.

• Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.

• Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.

• Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.

• Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.

• Participates in network solutions design and configurations.

• Analyzes issues and provides customers with guidance to resolve problems, THIS INCLUDES GREAT FOCUS AND ATTENTION TO DETAILS

• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.

• Strong Customer Service skills

• EFFICIENT AT MULTITASKING. THIS INCLUDES TAKING ON MULTIPLE RESPONSIBILITIES, PRIORITIZING AND DELEGATING

• Candidate will be required to train on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half.

1. Transport - Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.

2. DataLink - Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.

3. Applications - Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.

• This position is for MID Shift 11:00pm to 7:30am

Required Qualifications:

• Network+ Certification

• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.

• Knowledge and understanding of ITIL/ITSM concepts and practices.

• Experience troubleshooting Cisco devices.

• Experience with HSRP/BGP routing protocols.

• This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR

• HS Diploma/GED with 2 years of experience

Preferred Qualifications:

• CCNA Certification

• Knowledge of Remedy, Netcool, Office 0365, ServiceNow