Network Operational Monitor
Network Operational Monitor
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Job Description
As a Network Operational Monitor (After Hours) youll serve as the first line of technical support handling network issues and ensuring smooth operations outside of regular business hours.
Youll collaborate with staff vendors and service providers to troubleshoot and resolve network incidents quickly and efficiently ensuring 24/7 operational continuity for key services. This role requires a customeroriented proactive and technically skilled individual who can work independently.
Key ResponsibilitiesEndUser Support
- Respond to incoming phone calls from employees and vendors regarding network issues.
- Escalate Service Now tickets to engineers or appropriate staff to resolve issues swiftly.
- Collaborate with IT staff and thirdparty service providers for issue resolution.
- Update reference materials and knowledge bases as needed for problemsolving.
- Escalate highpriority issues to ensure rapid attention.
Network Monitoring & Maintenance
- Monitor networks and remote sites using tools like SolarWinds.
- Respond to system failures and outages following established protocols for escalation.
- Perform firstline diagnosis and resolution of network issues.
- Escalate unresolved incidents to Tier 2 support or thirdparty vendors.
- Actively monitor ticket queues and email accounts to address event messages or network alerts.
- Assist in restoring network service by coordinating with staff and vendors.
- Proactively identify and resolve network issues before they escalate.
Communication & Coordination
- Serve as the primary point of contact for network issues during afterhours support.
- Communicate network status updates following defined procedures.
- Provide enterpriselevel incident communications and monitor the network hotline.
- Ensure customer service excellence and adherence to quality standards in all interactions.
Routine Operations
- Assist network engineers with tasks related to network operations.
- Maintain and update network documentation and knowledge base entries.
- Participate in disaster recovery efforts as needed.
- Complete additional tasks as assigned by supervisors or network engineers.
- Proven ability to assist endusers with varying levels of IT proficiency.
- Excellent communication skills especially over the phone with strong customer service orientation.
- Familiarity with incident management call tracking and ticketing software.
- Strong troubleshooting skills with the ability to escalate issues when necessary.
- 2 years of experience in systems administration help desk support or technical call center roles (preferred).
Employment Type
Full Time
