ITOC Technician
Coldwater Creek - Coeur d'Alene, ID

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Job Description:
General Summary
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.
  • Triage and troubleshoot automated alarms and alerts.
Monitor systems for unauthorized changes. Initiates,
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
escalation procedures.
  • Continuous surveillance of all network elements
(Antivirus, Intrusion Detection, servers, routers, etc)
Executes effective actions to meet Mean Time to Repair
and Service Level Objectives.
  • Responsibilities –Responsible for following all
policies and procedures. Responsible for ensuring 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
  • Mentoring, training Associate ITOC technicians.
Working with Function and Shared Services Areas to prep
documentation for ITOC use.
Characteristics of Success
  • Knowledge – Knowledge of Remedy or other IT ticketing
system required. Ability to communicate clearly verbally
and in writing is required.
  • Skills – 3 years work experience within a Network
Operations Center. Ideally the candidate will have
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
  • Abilities – Independent problem solver and
self-starter. Strong documentation abilities necessary
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.
  • Behaviors – Self-start, highly organized and able to
work with minimum supervision. Analytical and
methodical. Ability to work independently as part of a
team. Ability to assess the impact of different network
problems on end-user services.
  • Experience troubleshooting in a live windows server
environment including; starting/stopping services,
collecting and reviewing event log data etc is
  • Experience using Tidal enterprise Orchestrator/Cisco
Process Orchestrator or Tidal Enterprise Scheduler is
Req. Code : 2211

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