Posted today
Unspecified
Entry Level (less than 2 yrs experience)
$50,000 - $75,000
No Traveling
IT - Networking
Columbia, MD (On-Site/Office)
U.S. citizenship, Uncleared or Cleared, FREE Health Benefits!!
Role Details
• Shift: Rotating 24x7 coverage, 12 hour shifts (nights, weekends, and some holidays required)
• Location: Columbia Md.
• Experience Level: Entry to Mid-Level
Required Skills
• Monitor enterprise-grade network management systems (e.g., SolarWinds)
• Identify alarms, performance degradation, and anomalous behavior
• Validate alerts and distinguish false positives from service-impacting events
Incident Management
• Create, update, and manage trouble tickets in systems such as ServiceNow, Jira, or Remedy
• Perform initial triage to determine severity, impact, and escalation path
• Escalate incidents in accordance with documented runbooks and SLAs
• Maintain accurate timestamps and event logs for auditability
Technical Troubleshooting (Tier 1 Scope)
• Perform basic Layer 1–2 diagnostics:
o Interface status verification
o Remote power cycling
o Loopback testing
o Port resets
o Fiber/copper connectivity validation
• Review device logs and interface statistics
• Identify when escalation to Tier 2/Engineering is required
Communication & Coordination
• Act as primary operational contact during incidents
• Provide timely, clear status updates to internal teams and customers
• Coordinate with field technicians, carriers, and third-party providers
• Participate in bridge calls during high-severity outages
Documentation & Process Discipline
• Maintain detailed incident notes and resolution summaries
• Update internal knowledge base and runbooks as needed
• Follow established change management and escalation procedures
• Support compliance and audit documentation requirements
Benefits
• Medical, dental, and vision insurance with 100% employer-paid premiums
• Medical coverage includes HRA / HSA / FSA options
• 100% employer-paid life insurance, AD&D, short-term and long-term disability
• 3 weeks paid PTO annually
• 401(k) with immediate vesting and company match up to 6%
• 11 paid federal holidays
Role Details
• Shift: Rotating 24x7 coverage, 12 hour shifts (nights, weekends, and some holidays required)
• Location: Columbia Md.
• Experience Level: Entry to Mid-Level
Required Skills
• Monitor enterprise-grade network management systems (e.g., SolarWinds)
• Identify alarms, performance degradation, and anomalous behavior
• Validate alerts and distinguish false positives from service-impacting events
Incident Management
• Create, update, and manage trouble tickets in systems such as ServiceNow, Jira, or Remedy
• Perform initial triage to determine severity, impact, and escalation path
• Escalate incidents in accordance with documented runbooks and SLAs
• Maintain accurate timestamps and event logs for auditability
Technical Troubleshooting (Tier 1 Scope)
• Perform basic Layer 1–2 diagnostics:
o Interface status verification
o Remote power cycling
o Loopback testing
o Port resets
o Fiber/copper connectivity validation
• Review device logs and interface statistics
• Identify when escalation to Tier 2/Engineering is required
Communication & Coordination
• Act as primary operational contact during incidents
• Provide timely, clear status updates to internal teams and customers
• Coordinate with field technicians, carriers, and third-party providers
• Participate in bridge calls during high-severity outages
Documentation & Process Discipline
• Maintain detailed incident notes and resolution summaries
• Update internal knowledge base and runbooks as needed
• Follow established change management and escalation procedures
• Support compliance and audit documentation requirements
Benefits
• Medical, dental, and vision insurance with 100% employer-paid premiums
• Medical coverage includes HRA / HSA / FSA options
• 100% employer-paid life insurance, AD&D, short-term and long-term disability
• 3 weeks paid PTO annually
• 401(k) with immediate vesting and company match up to 6%
• 11 paid federal holidays
group id: 10515136
