The mission of this group is to provide 24x7x365 operational and administrative support for the client and to manage all incoming and outgoing support requests related to the network and business infrastructure while working with internal and external customers and teams to drive and coordinate issues to resolution.

  • Provide support with shift (3 varying shifts) based work, providing 24x7x365 coverage and support
  • Monitor systems, applications including high and low level network wide performance monitoring
  • Investigate, troubleshoot, and triage production and non-production software, applications, services and network issues
  • Provide and conduct Incident Management methodologies
  • Fulfill supported business service requests by troubleshooting, understanding configuration changes and log reviews
  • Act of single point of information exchange between numerous groups

Qualifications Required

  • Use and understanding of scripts to perform start/stop and new deployments of server sets and database configurations
  • Cisco networking skills required
  • Experience using source control, bug tracking, and ticketing systems in a multi team and multi division environment
  • Tools: SolarWinds, ISX, Putty, Spectrum
  • Intermediate level Windows and network operations skills
  • Basic MS Office and web browser skills
  • Intermediate level Internet knowledge


  • Customer service focus – calm, professional and customer oriented communication
  • Advanced English language telephone skills for problem resolution
  • Advanced level English grammar skills for documentation maintenance


  • Must demonstrate assertive problem determination skills
  • Strong troubleshooting and quality assurance skills desired
  • Ability to work well in a fast-paced environment
  • Ability to concurrently manage multiple tasks


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