Network Operations Center Technician

This role will contribute to the tier two Network Operations Center. This position is responsible for the incident management of customers within the IMS Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from customers and Business Units.

• 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 Collins Aerospace IMS customers and IMS 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 networks solutions design and configurations.
• Analyzes issues and provides customers with guidance to resolve problems

• This position requires an AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience.
• Must be authorized to work in the U.S. without sponsorship now or in the future.
• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Knowledge and understanding of ITIL/ITSM concepts and practices.

• Knowledge of Remedy, Netcool, Office 0365, Servicenow
• CCNA certification
• Strong Customer Service skills
  #LI-TS1#DICE#CB