HEC Network Operations 2nd Level Support

HEC Network Operations 2nd Level Support

Minimum Requirements:

Experience

• Minimum 3-5 years relevant experience, working as a network engineer in enterprise production or data center environments

Technical Skills

• Ability to process more complex network issues with a high degree of autonomy
• Working on monitoring/ orchestrator tools
• Knowledge of security aspects of systems

Other Skills

• Foundational ITIL knowledge
• Working via standard ITSM tools
• Technology Certification(s) CCNA/CCNP preferred.
• ITIL certification/s
• Experience in a customer-facing engineering role

Responsibilities:

• Ensure stability, performance, and security of the HEC network
• Perform tasks associated with Service Requests and Incident Management Processes.
• Perform lifecycle management/change management activities
• Work with Network Ops 3rd Level Support on identifying unknown errors
• Document findings in the Known Error Database (KEDB).
• Assist Service Desk and Level 1 support staff to incrementally take over more tasks.