The ITOC Technician position will provide support in a
24x7x365 role to monitor and support critical networking
elements using real-time alarming of faults and
notifications. Will also perform proactive network
element status and health checks as part of normal
monitoring activities. Must be willing and able to work
nights, holidays and weekends. Required to participate
in rotating OnCall.
Monitor systems for unauthorized changes. Initiates,
- Triage and troubleshoot automated alarms and alerts.
updates, tracks and closes tickets. Identifies
procedural errors and takes them back to the source or
management. Works to ensure that procedures and
processes are clear and will be followed going forward.
Maintain job scheduling process including appropriate
(Antivirus, Intrusion Detection, servers, routers, etc)
- Continuous surveillance of all network elements
Executes effective actions to meet Mean Time to Repair
and Service Level Objectives.
policies and procedures. Responsible for ensuring all
- Responsibilities –Responsible for following all
scheduled tasks and daily work processes are completed.
Responsible for a clear and concise shift turnover.
Utilize the tools available to accurately triage and
troubleshoot. Document steps taken and parties engaged
in the triage/troubleshooting process via
incident/problem tickets. Report and escalate alarms and
equipment outages per runbooks and support matrix
Working with Function and Shared Services Areas to prep
- Mentoring, training Associate ITOC technicians.
documentation for ITOC use.
Characteristics of Success
system required. Ability to communicate clearly verbally
- Knowledge – Knowledge of Remedy or other IT ticketing
and in writing is required.
Operations Center. Ideally the candidate will have
- Skills – 3 years work experience within a Network
experience troubleshooting in a 24x7x365 environment,
networking infrastructure, web environment and be able
to work well in a team. Must be willing and able to work
nights, holidays and weekends as well as be on-call when
self-starter. Strong documentation abilities necessary
- Abilities – Independent problem solver and
to ensure timely problem resolution. Ability to gather
information, extract relevant data, apply this knowledge
to the situation to solve the problem and make valid
decisions are required.
work with minimum supervision. Analytical and
- Behaviors – Self-start, highly organized and able to
methodical. Ability to work independently as part of a
team. Ability to assess the impact of different network
problems on end-user services.
environment including; starting/stopping services,
- Experience troubleshooting in a live windows server
collecting and reviewing event log data etc is
Process Orchestrator or Tidal Enterprise Scheduler is
- Experience using Tidal enterprise Orchestrator/Cisco
Req. Code : 2211
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