Job Description

Six to twelve month contract assignment with conversion. 
Remote for the foreseeable future. 

As a Network Security Specialist you will be responsible for delivery of responsive incident management services, and proactive system operations and maintenance services associated with complex high-availability systems. You will interface with partners, vendors, customers, and internal resources to maximize system operations, customer satisfaction, and Service Level Agreement compliance. You will leverage your expertise in the execution of technical (network, services, and software) in a real time life-dependent environment.

RESPONSIBILITIES:

Incident Management

o Creates incident tickets/workflows in compliance with Center’s Incident Management procedures

o Executes component failure resolution

o Provides support of customer accounts

o Provides support of customers using our client's system

o Documents Root Cause Analysis for incidents

o Maintains highest incident ticket quality in compliance with Center’s standards

Problem Management

o Creates problem tickets/workflows in compliance with Center’s Problem Management procedures

o Escalate problem tickets to Tier 2/3 engineers for resolution

o Manage problem tickets to resolution in accordance with Problem Management categories and priorities

o Assists Shift Leads to identify symptom trends requiring a Problem Investigation

Customer Support

o Assists with customer communications and incident follow-up

o Assists customers with operations off complex cyber systems

Operations

o Performs Operations and Maintenance of complex system components

o Documents all planned and emergency Center and provided service provider’s O&M activities in Center’s Tracking System/Calendar

o Facilitates O&M meetings with customers, engineering, and service providers

OTHER EXPERIENCE/SKILLS:

· 6+ years technical school or experience with Networks, Servers, and software application operation, maintenance, or helpdesk.

· 2+ year experience desired in a Network Operations Center position

· Demonstrated understanding of ITIL framework

· Demonstrated experience within the Telecommunications Service Provider industry

Bachelors’ Degree in STEM related discipline highly desirable

It is the policy of GCR to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. GCR is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our employee population. 

Application Instructions

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