Network Operations

• Provide first-level technical support and services for network infrastructure and application components
• Analyze, install, configure, maintain, and repair network infrastructure and application components
• Lead Network Operations Center support and service operations
• Resolve low/medium-complexity WAN, LAN, router, firewall, and security incidents through remote control and on-site client support
• Perform escalations and generate daily service tickets
• Support disaster recovery solutions and execute Severity/Crisis Management processes during outages
• Communicate with IT, management, vendors, clients, and other departments during planned or unplanned outages
• Implement and support VPN, Terminal Services, and Citrix remote-access solutions
• Monitor system alerts and notifications and investigate, track, and document nonfunctioning devices
• Perform hardware and software repairs and routine maintenance
• Investigate customer inquiries and provide accurate, timely responses
• Interface with client executives, technical representatives, UDT partners, and employees to maintain escalation processes and workflow
• Collaborate with clients and vendors to resolve technical problems and improve operations
• Participate in programs implementing changes to methods, systems, and procedures
• Participate in discovery sessions with prospects and customers to gather technical and functional requirements
• Maintain customer service-level agreement resolution and improve customer satisfaction
• Work with the Service Desk Dispatcher to route and escalate requests
• Enter service tickets, time, and expenses in UDT’s Professional Service Automation tool
• Design and deploy LANs, WANs, and wireless networks, including servers, routers, firewalls, load balancers, hubs, switches, UPSs, and other hardware
• Configure, test, and maintain LAN/WAN equipment and related services
• Identify, diagnose, and resolve network problems
• Manage network, server, and PC health for clients
• Manage existing and deploy new Windows Server, virtualization, mobile-device, mobile-platform, and desktop configurations
• Communicate corporate direction and service-impacting changes
• Select and implement security tools, policies, and procedures
• Monitor and maintain internal and external network security
• Create and maintain comprehensive network documentation

NOC Engineer I

• Provide first-level technical support and services for network infrastructure and application components
• Analyze, install, configure, maintain, and repair network infrastructure and IT service management equipment and software
• Lead Network Operations Center support, service operations, quality control, performance resolution, and SLA delivery
• Proactively monitor systems, hardware and software trends, alerts, notifications, incidents, and service requests
• Resolve low- and medium-complexity WAN, LAN, router, firewall, and security incidents through remote and on-site support
• Perform escalations and generate daily service tickets
• Support disaster recovery solutions and execute severity/crisis management processes during outages
• Communicate with IT, management, vendors, clients, and other departments during planned and unplanned outages
• Identify operational and procedural deficiencies and inform management and key client personnel
• Implement and support VPN, Terminal Services, and Citrix remote access solutions
• Investigate, track, monitor, document, repair, and maintain nonfunctioning devices and hardware/software
• Support escalated client communications and provide timely investigative analysis and answers to customer inquiries
• Interface with executives, technical representatives, UDT partners, employees, and clients to maintain escalation processes, PSA documentation, and workflow
• Collaborate with clients and vendors to resolve technical problems and improve operations
• Participate in programs, discovery sessions, and requirements gathering with prospects and customers
• Maintain customer service-level agreements and improve customer satisfaction
• Work with the Service Desk Dispatcher to route and escalate requests
• Enter service tickets, time, and expenses in UDT’s Professional Service Automation tool
• Design and deploy LANs, WANs, wireless networks, servers, routers, firewalls, load balancers, hubs, switches, UPSs, and related hardware
• Configure, test, and maintain LAN/WAN equipment and services
• Diagnose and resolve network problems
• Manage network, server, and PC health for clients
• Manage existing and deploy new Windows Server, virtualization, mobile device, mobile platform, Windows, and Mac configurations
• Communicate directional or service changes formally
• Select and implement security tools, policies, and procedures
• Monitor and maintain internal and external network security
• Create and maintain comprehensive network documentation