Job Description :
Analyze, test, troubleshoot, and evaluate existing network systems, such as local area networks (LAN), wide area networks (WAN), cloud networks, servers, and other data communications networks. Perform network maintenance to ensure networks operate correctly with minimal interruption. Project specific: Responsible for providing second-tier support to end-users for PC servers, mainframe applications, and hardware. Handles problems that the first tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and the highest level of technical skill in the field of expertise.
Key Responsibilities: Manage SATCOM (satellite communication) support operations by overseeing the analysis, testing, troubleshooting, and evaluation of existing systems and data communication networks. This role requires a CompTIA Security+ certification and prefers a CompTIA Network+ certification or a similar credential. Responsibilities include directing the creation and management of active user accounts in the directory to ensure effective access to SATCOM services, as well as coordinating second-tier support to end-users for PC server and hosted services, and addressing hardware issues.
Lead the resolution of complex problems that the first tier of help desk support cannot address, fostering collaboration with network services, software systems engineering, and applications development teams to restore service and resolve core issues.
Leverage knowledge of SharePoint and knowledge management to enhance documentation and support processes. Oversee and implement training programs to ensure that team members are equipped with the necessary skills and knowledge to provide excellent customer support. Utilize a call management tool to monitor and report on phone support metrics, ensuring efficient workflows and effective resolution of user queries. Evaluate user problems through simulation or recreation to address operational difficulties and recommend system modifications to minimize user-related issues. Maintain the highest level of technical proficiency in the field and ensure the team stays current with industry trends and advancements.
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