Objective of the position Job Summary (This job's purpose and primary focus.) In addition to the responsibilities listed below, this position is responsible for supporting, correcting, and implementing changes in the network, dial plans (e.g., ACD/IVR) in voice systems. Some of the unique challenges this position will face include maintaining KP-specific network, wireless, and voice systems. Experience in manage, operate, and monitor a NOC for enterprise network (including voice) monitoring, incident escalation and response. Essential Responsibilities (The primary job duties this position is responsible for achieving are listed in order of importance.) Provide monitoring of the Network Infrastructure (Voice/Video Systems, Wireless and LAN/WAN, Security, Proxy devices) Act as an L1 support engineer for Network and Voice Infrastructure. Responsible for monitoring, and resolution of system alerts. Troubleshoots and supports L2 and L3 teams. Helps to monitor, sort, and document items that come into the NOC email box with others on the team. Vendor Coordination (Hardware replacements, ISP Circuit issues, Cabling & Touch services support teams). Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate. Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback. Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions. Monitor the ticketing queue and provide updates on escalated tickets. Assists technical and project team members to resolve system problems and application-specific issues. Escalates identified issues, risks or problems to higher resources according to processes. Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback. Participates in the installation, upgrade, or decommissioning of designated systems, products, and infrastructure. Assists with application-oriented administration and technical support for production and non-production environments. Supports vendor support activities, as appropriate. Creates documentation of new and existing system configuration and procedural information.
