The IT Operations team needs to ensure IT service levels are met in a fast-paced retail environment by providing support, troubleshooting, and implementing improvements to IT systems.
Requirements
- Proficient in the use of basic Cisco IOS, Nexus OS and JunOS commands
- Familiar with FiberPath Nexus 2K, 5K, and 7K functions
- Familiar with Cisco wireless technology
- Familiar with switching and routing protocols
- Proficient in troubleshooting WAN mediums (T-1, T-3, OC-3, OC-192, Metro-E)
- Proficient in DNS and DHCP administration
- Familiar with firewall administration and ACLs
Responsibilities
- Performs initial ticket creation and incident diagnosis for network switches, routers, access control devices, and wireless and monitoring platforms.
- Performs first level network services including monitoring and troubleshooting.
- Manages intrusion detection systems, internet monitoring, virus protection and other security initiatives.
- Follows established run books and escalation procedures.
- Responsible for the implementation of improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems prior to any reported business impact.
- Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
- Applies diagnostic utilities to aid in troubleshooting
Other
- Serve as a point of escalation for their technical area
- Work with peers, L1 and L2 in order to meet team objectives
- Under the guidance of Management or a Lead, work with Engineering and Application support teams to meet departmental objectives
- Under the guidance of Management or a Lead, work individual tasks on initiatives that will make IT Operations more efficient
- Flexible availability in support of 24x7/365 environment; including days, nights, weekends
