A.C. Coy

Technical Support Engineer

US-PA-Canonsburg
3 days ago
Job ID
2017-17422
# of Openings
1
Category
Information Technology

Overview

Our client, a leader in the communications industry, is hiring a Technical Support Engineer. This position is responsible for managing and supporting OSS application solutions within the organization. The individual will work with internal IT and external vendors in support of OSS related functions. The Application Support Engineer will be responsible for providing daily support of OSS applications, testing new features and software, and evaluating the long-term OSS Strategy/Roadmap based on business direction and needs. This position will be supporting a 24x7 organization and will require limited on call.

Responsibilities

  • Manage and support our client's NOC Systems.
  • Support ServiceNow Platform, including Customer Service Management (CSM), Field Service Management (FSM), Incident/Problem/Change Management (ITIL), Event Management,
  • Support Network Monitoring Systems (NMS), including Netcool, SolarWinds, and other proprietary solutions used to monitory overall network health
  • Work with internal IT and external vendors to support current operations and ongoing implementations.
  • Manage the Operations Support Systems daily to ensure integrity and performance
  • Monitor end users support inquiries ensuring issues and enhancements are reported and prioritized
  • Work with the NOC organization to understand the daily needs of the business and provide high quality technical solutions that improve overall quality of service
  • Interface with OSS Vendors for daily support and operations
  • Analyze historical data to identify areas for improvement
  • Manage multiple competing priorities in a fast paced dynamic working environment.
  • Interpret error logs and troubleshoot system and application issues.
  • This role will also include reviewing and testing configuration changes provided by vendors.
  • Interface with the Network Operations teams to understand system requirements and needs.
  • Identify and evaluate new systems for future use by Network Operations teams.
  • Contribute to the long-term OSS Strategy/Roadmap based on business direction and needs.

Qualifications

Experience/Minimum Requirements

  • Five+ years' of OSS related work experience
  • Experience with Operations Support System Architecture & Principles
  • Experience with Service Management Systems (ServiceNow)
  • Experience with multiple Network Monitoring Systems (NMS) (NetCool, SolarWinds)
  • Knowledge and understanding of information technology concepts and technologies, as in knowledge of computer systems hardware and software, entity relationship models, design, protocols, and methodologies
  • Experience in performing ruleset changes within network management systems (NetCool)
  • Experience on Windows, Linux Servers
  • Experience with Relational Databases (MySQL, Oracle, SQL Server)
  • Experience in Scripting (JavaScript, Regular Expressions, Python, Perl, HTML)
  • Experience with SNMP and MIB concepts

Other Skills/Abilities

  • Be able to work under pressure and deal with diverse personalities and situations.
  • Ability to work in a team-oriented, collaborative environment; good interpersonal skills.
  • Proficient with Microsoft Office and the ability to learn specialized system tools.
  • Ability to multi-task in a fast paced environment.
  • Interacts with internal and enterprise staff in a professional, effective manner.
  • Learn internal applications to provide high level of service.

Education/Certifications
Bachelor Degree in Information Systems or related discipline; or equivalent work experience.

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