Apply on Employer Site

IMCS Group · 11 hours ago

Analyst - IT Resources | Infrastructure-Contact Center | DeskSideSupport(DSS) and GlobalHelpDesk(GHD)

Fort Worth, TX

Full-time

Onsite

Mid Level

3+ years exp

IMCS Group is one of the fastest growing MWBE staffing firms in the U.S. They are seeking a Sr. Associate Engineer to provide 24x7 operations support of networking components and perform troubleshooting of network issues. The role involves coordinating with cross-functional teams and managing network performance and incidents.

Staffing & Recruiting

Growth Opportunities

No H1B

Responsibilities

Implement network changes during appropriate change windows (after hours)

Create network changes as required by ticketing system per incident

Perform LCM (Lifecycle Management) functions

Perform Vulnerability Management functions

Identify proper escalations associated with incidents as they occur

Follow change and engineering standards documentation

Provide network triage for all network incidents

Serve as second-tier support for network operations team when needed

Participating in on-call support escalation rotation

Provides 24x7 operations support of networking components through monitoring and problem resolution for all global network services (coax/fiber/wireless) connectivity, voice, data, SD-WAN, and security services

Coordinate with cross-functional teams, including network engineers, data center operations, and vendors, to resolve complex issues, support maintenance activities, and execute emergency response protocols

Perform basic troubleshooting of SDWN, routers, switches, and firewalls

Troubleshoots, maintains integrity and configures network components along with implementing enhancements to improve reliability and performance

Provides support for the escalation and communication of status to management and other internal customers

Monitor network performance and alarms using NMS tools and dashboards

Respond to alerts and events; perform initial triage and escalate issues per SOPs

Log and track all incidents, events, and service requests in the ITSM platform (preferably ServiceNow)

Collaborate with Tier 2/3 teams, field technicians, and vendors to restore services

Conducts problem identification, diagnosis and resolution of problems

Manage carrier planned maintenance by creating advisory changes and submitting to change management

Serve as first-tier support for Global Network Delivery team

Qualification

Routing & SwitchingMeraki experienceSDWAN (Velo Cloud)Network monitoring toolsCisco/Aruba/MerakiBasic troubleshootingCloud networkingSoft skills

Required

Bachelor's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training

3 years of experience in a NOC, help desk, or technical support environment within an enterprise data network/IT industry

Good knowledge of Spanning-tree protocols (PVST,MSTP,RSTP), QOS, VPN, NAT, VoIP, IPSec, Multicast, DNS services, MPLS networks, network protocols (Ethernet, TCP/IP, SNMP, VLAN Trunking), and routing protocols (BGP, OSPF)

Good knowledge on Cisco/Aruba/Meraki switches/routing networking

Experience working with network monitoring tools such as CA Spectrum or Logic Monitor and ITSM platforms such as Cherwell or ServiceNow