Tier II Technician Incident Management

CyberCore is looking for a Tier II Incident Management Technician to support the customer's computer data communications systems, providing network devices and incident troubleshooting. Technicians provide additional support by ensuring network devices meet baseline configurations, software, and network performance standards. Technicians will make extensive use of Microfocus tools, ServiceNow, and knowledge of the various levels of the Open Systems Interconnection (OSI) model to complete daily network Operations and Maintenance (O&M) tasks.

The Job Duties of the Tier II Incident Management Technician are as follows:

• Support the installation and maintenance of the client Local Area Network (LAN)/Wide Area Network (WAN) devices.
• Respond to, update, and resolve incident tickets within ServiceNow.
• Administer networks including hardware, systems software, applications software, and all hardware configurations.
• Coordinate network operations, maintenance, repairs, or upgrades.
• Perform configuration management functions such as validating topology drawings and ensure that asset management records are accurate.
• Leverage knowledge of OSI layers 1, 2, and 3 to troubleshoot various network faults and performance issues.
• Configure and troubleshoot layer two switching (Virtual Local Area Networks (VLANs))
• Modify and troubleshoot layer three routing across the enterprise network.
• Conduct extensive troubleshooting of Multiprotocol Label Switch (MPLS) across the WAN.
• Participate in evaluation of new network technologies and provide recommendations to the network architecture team regarding the integration of these technologies into the existing network.
• Ensure adequacy of plans for hardware and communications. Develop and implement methodologies for analysis, testing, and support of LAN and WAN networks.
• Leverage various network tools such as Microfocus and Riverbed to quickly identify and isolate customer impacting events on the network.
• Communicate and troubleshoot with vendors and other service providers to efficiently resolve incidents.
• Diagnose hardware and software problems and coordinate the replacement of defective components.

Required Skills

• Candidate must have 10 years of experience that can be a combination of work history and education. This equates to a Doctorate and 3 years, master's and 4 years, bachelor's and 6 years, associates and 8 years, or HS diploma and 10 years.
• Additional required qualifications include: Compliance with Department of Defense (DoD) 8140 Information Assurance Technical (IAT) Level 2.
• Active TS/SCI CI Poly is required.

Additional Details

At CyberCore, we believe in taking care of our employees both inside and outside the workplace. Our comprehensive benefits package includes:

• Health Insurance to ensure you and your family stay healthy and well.
• Dental and Vision Insurance for preventive and routine care.
• Basic Life Insurance and Disability Insurance to provide peace of mind for you and your loved ones.
• Paid Holidays and Paid Time Off (PTO) to help you relax, recharge, and enjoy life.
• Paid Parental Leave for new parents to focus on family.
• Tuition Reimbursement to support your professional growth and education.
• A 401(k) plan with a company match to help you plan for your future.

At CyberCore, we are committed to fostering a supportive and enriching environment where you can thrive both personally and professionally.

The salary range for this role is $96,000 - $108,000. This range is a good faith estimate that reflects various experience levels. At CyberCore, we consider multiple factors when determining compensation, including the specific role and its responsibilities, the candidate's professional experience, geographic location, education, and relevant skills. This range is not a guarantee of salary, as final compensation may also be influenced by contractual requirements and other considerations.

Equal Employment and Diversity

CyberCore has, on many occasions, expressed support and commitment to the principles of diversity and equal employment opportunity. It is CyberCore's policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, national or ethnic origin, pregnancy, age, religion, disability status, sex, sexual orientation, gender identity and expression, veteran status, genetic information or any other characteristic protected under applicable federal or state law. CyberCore will not tolerate unlawful discrimination, and any such conduct is prohibited. CyberCore is committed to ensuring that CyberCore's workforce and volunteers reflect America's diverse population. CyberCore knows that such diversity will enrich the company with the talent, energy, perspective, and inspiration we need to achieve our mission.