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OPS Engineer
1 month ago
*This position is Hybrid with 1+ day per week on-site in the Denver Office as needed
JOB SUMMARY:
The OPS Engineer – Tier II plays a pivotal role in maintaining the integrity and efficiency of our clients' IT infrastructures. With a minimum of 3 years of experience in network and computer communications analysis and troubleshooting, this position is responsible for the triage, proactive monitoring, troubleshooting, and timely resolution of incidents within our customers' IT environments.
POSITION RESPONSIBILITIES:
- Upholds a “customer first” approach to ensure exceptional customer satisfaction
- Proactive monitoring and maintain of our customers’ networks and infrastructure
- Demonstrate proactive problem-solving, research and troubleshooting skills using specific product knowledge, system tools, and established SOPs.
- Takes ownership of issues, promptly responds to alarms, alerts and customer raised requests
- Thoroughly documents all issues within the incident ticketing system
- Provides clear and consistent communication with both internal and external stakeholders
- Resolve problems within defined SLAs.
- Possess a working knowledge of Internet, URLs, email, LAN/WAN, Active Directory, DNS, DHCP, VPN, VOIP, Windows, MAC OSX, Apple iOS, Android, and Telephony principles.
- Maintains upkeep of training materials and process information for the OPS Center, including Standard Operating Procedures (SOPs), Job Aids, RunBooks, and applications.
- Effectively manage ticket load, ensuring timely resolution.
- Collaborate with internal & external resources to resolve all Tier I & Tier II issues
- Identify and escalate any issues that can’t be resolved by Tier I & Tier II resources
- Understands all managed services offered and clients environments
- Demonstrate an understanding of effective troubleshooting skills and the ability to use them
- Maintains upkeep of training materials and process information for the OPS Center
- Motivate others and lead by example in a team environment
- Available to work up to 12-hour shifts and capable of handling complex situations
QUALIFICATIONS:
YEARS OF EXPERIENCE: +3 years of experience or more in System Engineering or Network Engineering or Network Operations Center supporting Tier II technical requests
SECURITY CLEARANCE: N/A
U.S. Citizenship is required for most positions at Zivaro due to security clearance requirements for government/federal contracts held by Zivaro.
TECHNICIAL SKILL & CERTIFICATIONS:
- Bachelor’s degree in a scientific/technical or related discipline - or - equivalent experience preferred
- Previous experience with configuring and troubleshooting corporate network environments
- Strong commitment to continuing education in areas such as: (network engineering, cloud computing architecture, data center engineering, security engineering, cyber-security engineering)
- Ability to work off hours, weekends, or night shift as required to support a 24 x 7 Operations Center
- Professional office demeanor and attire.
- Valid driver’s license and current insurance, as well as a good driving record.
- Excellent oral and written communication skills.
- The ability to lift up to 50 lbs
Preferred Personal Qualities:
- Has a passion for IT and for providing world-class customer service
- Thrives in a fast-paced work environment and ability to multitask
- Self-starter who takes initiative, is open minded and is a team player
- Demonstrates integrity, accountability, and professionalism
- Excellent oral and written communication skills
- Manages time effectively; meets deadlines
EEO STATEMENT
ZIVARO fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, disability, sexual orientation, gender identity or any other basis prohibited by federal, state or local law. In accordance with requirements of the Americans with Disabilities Act, it is our policy to provide reasonable accommodation upon request during the application process to eligible applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal and state employment laws and the information requested on this application will only be used for purposes consistent with those laws.
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