Desktop Support Specialist - AppLab Systems : Job Details

Role Name: NOC Technician/Desktop Support

Location: Jackson, MI (Onsite from day one)

Duration: Contract

Job Description:

• Primary monitoring and escalation point for identification, troubleshooting and resolution of events affecting customer production environments.

• Monitoring and escalation of critical application as per the SOW.

• Generate and publish Application performance report

• Provide notification to customers and the service teams for Severity 1 events.

• Ownership of Severity Level 1 communications bridge handling the entire life cycle of the ticket to resolution.

• Central point of contact for technical support teams including status updates for on-going incidents/events.

• Must have aptitude and attitude to learn / work on new technologies.

• Should be willing to work in shifts 24x7.

• Create, update and document system processes and tasks as required.

• Work closely with network engineers, systems administrators and software engineers regarding technology and hardware upgrades.

• Work Closely with Wireless technology groups

• Cisco IOS and APIC

• Juniper JUNOS

• Palo Alto firewalls

• Wireless technology ( Cisco , Aruba , Juniper Mist , Meraki)

• SDN Technology ( SDWAN , NSX or Similar)

• Layer 2 and 3 network concepts

• Routing protocols, OSPF and BGP

• Troubleshooting connectivity issues

• WAN networking concepts

• Network documentation

• IT Service Management applications

• Monitoring Tools & automation concepts

Basic Requirements

• 4+ Years supporting event monitoring is preferred.

• Hands-on experience with the following:

o Alert monitoring tool experience required. HP Open View Operations –SolarWinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.

o Incident Management and handling

o ITSM Tool (ServiceNow) exposure

o Telecommunication Equipment Knowledge (Radio, Wireless Networks,

o IT communication Tower Hardware.

o Application monitoring experience, SAP Monitoring preferred. ( Tools – SolMan, CA Wily)

Thanks & Regards

Ankur Raghav

Team Lead

Direct: +1 609-###-####

Email: [email protected]

4365 Route 1 South, Suite 105 Princeton, NJ 08540