Network Control

Role Network Control Specialist Location Melbourne, FL, 32919 Duration 12 months (Possible Extension) Shift 1st shift Pay Range $30- $32 per hour on W2

Job Description:

• Provide technical support handling inbound and outbound calls, managing Outlook Email queues, and inputting data to an Incident Management Queue in a Call Center environment.

• Monitor alarm conditions, analyze, and troubleshoot network to proactively identify and minimize disruption and impact to the FAA network.

• Use software tools and procedures, check availability, and assign field technicians to jobs.

• Maintain Field Technician incidents tickets (submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents).

• Able to follow standard procedures and prioritize tasks according to urgency and importance, in a team environment and adapt quickly to new procedures and changing situations.

• Ability and willingness to learn the OSI Model.

• Willing to participate in team training to learn IP and Time Division Multiplexing (TDM) technologies.

• Ideal candidate will have proven communication and customer service skills, strong attention to detail and be able to remain calm during urgent situations.

• Work in an onsite 24x7 network Call Center environment where shift and workday flexibility is required, along with on-call hours.

• Support short-term emergency evacuation to local backup facilities, if initiated.

Qualifications:

• High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary/associate's degree with a minimum of 2 years of prior related experience.

Preferred Additional Knowledge, Skills, and Abilities considered:

• Customer service experience a plus.

• Networking experience with OSI Layers 1, 2, and 3.

• Networking technologies experience with SONET and/or Time Division Multiplexing (TDM).

• Familiarity working with networking technologies such as RF, OSPF, BGP, MPLS, and HSRP.

• Employ test methods to analyze channelized/unchanneled T1, T3, utilizing DACs equipment, Ethernet, IP, Frame Relay, ATM, WAN, LAN, SONET, and TDM.

• Experience with Network Management tools such as Cisco Prime SNMPc, Orion, and Netflow.

• Experience in UNIX and Remote Access solutions.

• Experience with call center phone systems and working with geographically dispersed teams.

• Interest to track metrics and seek operational improvements using Excel.

• Experience with Office Applications (Outlook, Excel), Remedy Incident Management System (or equivalent), or Dispatch experience.

• Certifications (or willingness to learn) such as Cisco Certified Network Associate (CCNA), Network+, JNCIA, and ITIL v4