Public Trust Cleared Network Operations Center Technician

4 days ago


Cary, United States Insight Global Full time

Shift (Need to be comfortable working any of these shifts): Day shift- 7AM-4PM; evening shift- 3PM-11:30 PM; midnight shift- 11PM-7AM

Duration: Long term extending contract (Expected through 6/1/2027)


Must Haves:

  • Must be able to acquire a Public Trust clearance (US Citizenship, able to pass a background check, and able to pass a credit check/no outstanding debt)
  • Able to respond and support customer questions when it comes to network surveillance
  • Working, driving, resolving customer issue tickets
  • Utilizing tools to access routers and switches on-site
  • 2-3 years of experience (any in a network operations center with 24/7 environment)
  • Knowledge of how to communicate with customers and troubleshoot in real time


Plusses:

  • A degree in Information Technology (IT)
  • Cisco certification (e.g., CCNA or JNCIA)
  • Experience in a service provider or a service desk environment
  • Understanding of ITIL methodology
  • Experience with ticketing software


Day To Day:

Within the Global Customer Operations (GCO) business unit, we are trusted by our customers to deliver fantastic service, technology and innovation that will enable their business to thrive. Every person within the GCO has a responsibility to deliver and keep pushing the boundaries for our customers.


When a customer has a problem, you’ll be the one to help them out (even if it means getting a little creative), and if you can’t fix it, you’ll find someone who can. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience. The primary responsibilities associated with the position include providing technical support to customers who are experiencing problems with their network and mentoring less experienced colleagues. Additionally:


  • Maintaining devices in customer networks
  • Documenting every interaction using one of many tool sets provided
  • Advocating for customers by escalating unresolved issues to the next level of support
  • Monitoring ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed Service Level Agreements (SLAs)
  • Maintaining user, customer, and departmental confidentiality at all times


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