Event Monitoring Services Engineer

Summary

Join DIGIT as an Event Monitoring Services Engineer supporting the Network Operating Center (NOC), providing technical support to GSA users. You will proactively monitor infrastructure, provide help desk assistance, maintain records, and troubleshoot network issues. This role requires ITILv4 Foundation certification, 1+ year of SolarWinds experience, and a Public Trust Clearance or the ability to obtain one. The position involves a Sunday-Wednesday night shift. A bachelor's degree and 4-9 years of experience are required. Desired qualifications include experience with various network hardware and software, wireless networks, and specific technologies.

Requirements

• Public Trust Clearance or ability to obtain
• ITILv4 Foundation Training and certification
• The shift for this position is Sunday-Wednesday 11pm-9am
• 1+ year experience with SolarWinds or similar tool
• Possesses and applies expertise on multiple complex work assignments
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
• Operates with appreciable latitude in developing methodology and presenting solutions to problems
• Contributes to deliverables and performance metrics where applicable
• 4 - 9 years of experience and bachelor's degree
• If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies
• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard
• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security
• Viewing computer screens and sitting for long periods of time
• Travel minimally (0-5%), via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds)

Responsibilities

• Provide phone, remote, and desk-side technical support to users in the areas of network connectivity, as well as BAS support for Building Automation Switches
• Proactively monitoring the GSA infrastructure using SolarWinds and other tools
• Provide Help Desk assistance, including answering phones and or web content and monitoring the EM&EM Ticketing queue
• Maintain an audit trail and statistical records of all problems and conditions reported by the client
• Basic network and server configuration assistance
• Respond to complex technical control facility hardware and software problems
• Interface with telco vendor support service groups to ensure proper escalation during outages or periods of degraded system performance
• Monitor and respond to hardware, software, and network related problems
• Support routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, modems, and terminals)
• Utilize software and hardware tools to identify and diagnose complex problems and factors affecting network performance
• Troubleshoot network systems
• Support testing, installation, and support of network communications, including LAN/MAN/WAN systems. Provide assistance for information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and operations

Preferred Qualifications

• Experience performing information network and physical infrastructure support including hardware/software for routers, switches, servers, printers, scanners, and video teleconferencing (VTC suites)
• Experience supporting industry standard software products
• Experience troubleshooting wireless networks and Wireless Access Points (WAPs)
• Must be willing to work a variety of shifts, including holidays as scheduled. This is a 24/7/365 NOC environment
• Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments
• Familiarity with the following technologies: Active Directory, Windows, ServiceNow, Network Monitoring Systems (SolarWinds), Cisco Prime, LAN/WAN control protocols
• Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset

Benefits

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off