A successful candidate will serve as a Lead Network Technician at NASA Johnson Space Center. Job responsibilities will include installation, troubleshooting, and management of the network infrastructure for a large campus and serving as an escalation point for the network tech group. This is a multi-vendor, multi-protocol environment. The candidate will be expected to work with local and remote engineering staff in the installation or replacement of network infrastructure components including routers, switches, access points, probes, VoIP phone, VoIP infrastructure, and various appliances. Other duties may also be assigned in support of other service lines as needed.
Duties also include the update and management of network management systems (i.e. Ciscoworks, etc.), service record documentation in Remedy ITSM, supporting end users on a daily basis, as well as troubleshooting customer network issues and resolving more complex network issues escalated by the network tech group.
The Lead Network Technician will be expected to:
- Follow processes and provide advance notification of all planned system and network outages within a strong change management environment
- Create clear and concise documentation of both problems and resolutions
- Maintain accurate logs of trouble isolation and repair efforts and escalate/communicate issues to management as needed
- Provide technical guidance and assistance to the network tech group
- Interface with Cisco, Aruba, StruxureWare and other vendors to coordinate vendor response to RMA and/or troubleshooting activities
- Ensure that Remedy tickets in the queue contain a current and accurate status
- Meet contractual metrics associated with incidents and changes
- Perform hands-on troubleshooting and field implementation
- Exhibit problem solving skills and the ability to prioritize and execute multiple tasks with appropriate supervision
- Provide on-call support, after hours, and weekend work
- Maintain a professional attitude and courteous manner toward customers, partners and coworkers.
- Work in an enterprise service line model
Associate degree in a related field or a high school diploma and 4 years of related experience
- Knowledge of Cisco Communications Manager, Unity, voice gateways and Presence
- Proficiency in programming Cisco switches and routers to include configuration of IP telephony
- Proficiency in troubleshooting wireless networks including wireless controllers and wireless bridges
- Working technical knowledge of current network hardware, protocols, and internet standards, including OSPF, DNS, DHCP, NTP and IPv6
- Working knowledge of routing and switching
- Excellent troubleshooting skills and ability to narrow down the cause of an issue and determine a solution
- Understanding of fiber and copper cable plant
- Knowledge of Operating Systems such as Windows, Cisco Systems, UNIX, Linux
- Knowledge of Cisco wireless controllers and WAPs
- Knowledge of WireShark
- Knowledge of Cambium wireless bridges
- Certifications: CCNA, Network+
- Network Operations Center (NOC) experience
- Experience as an escalation point in complex problem solving and resolution
- Experience as a primary interface to vendors, including Cisco TAC and Aruba for infrastructure support issues.
Work ethic and Interpersonal Skills:
- Candidate must be a self-starter, comfortable working in a fast-paced environment and multitasking between multiple ongoing projects to ensure customer requirements and timelines.
- Have time management skills to effectively complete job tasks within set time constraint
- Work with other team members, customers, (CNOC) Central Network Operations Center, Agency Service Lines, and operations
- Work after hours and on weekends to support planned and un-planned outages
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is frequently exposed to outside weather conditions.
- The employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts.
- The noise level in the work environment can be loud.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel. The employee is frequently required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl; and talk or hear. The employee is occasionally required to sit. The employee must occasionally lift and/or move switches/routers up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
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