AISR NOC Technician II

Primary Responsibilities 

• Create and update tickets utilizing Remedy
• Monitor network events and element management failures in real-time on a 24x7x365 basis across several monitoring tools

• Incident Correlation and Fault Analysis: 
  • Proactively analyze alarms
  • Provide detailed analyses leading to resolution of the alarm conditions, including filtering and correlating fault information
  • Identifying the fault condition and its impacts
  • Isolating root causes
  • Coordinating correction of fault situations regardless of the fault in the infrastructure
  • Notify necessary points of contacts based on essential or heightened awareness networks, circuits, or location of incidents
• Provide incident analysis (fault Isolation):
  • Support the fault isolation process
  • Diagnose and troubleshoot utilizing procedures to isolate where the fault occurs
  • Identify failed network element(s) i.e. systems, hardware, software, circuits, or facilities
  • Activities include: testing, fault troubleshooting, fault localization, fault logging, and assignment
  • Support all customers to include providing global situational awareness support
• Provide fault correction
  • Correct/replace faulty network elements, coordinating with other service providers as necessary
  • Verify that service has been restored upon resolution of all customer-initiated tickets
• Provide network/service restoration:
  • Restore networks and service to full operation
  • Coordinate with other service providers as necessary to track service restoration and meet the DISN SLA and customer negotiated SLAs
  • Identify failures that are attributable to a different causes and impacts
  • Provide updates on outages from technicians and/or government incident tickets until a resolution or path to resolution is identified and documented in ticket
  • Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support
  • Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined
  • Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
  • Demonstrate general knowledge of training, standard, operating procedures, and tools within O&M.
  • Effectively communicate with O&M team and customer. 
  • Work directly with shift lead and O&M leadership for guidance. 
  • Demonstrate proficiency in functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.

Basic Qualifications 

• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date
• Ability to work in a 24/7 operation
• Experience with one or more of the following: alarm surveillance, fault management, LAN/WAN maintenance, performance management
• Expertise in two or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching
• General understanding of network topologies, both transport and IP
• Currently possess an active Secret security clearance and be able to obtain and maintain a Top-Secret security clearance.

Required Education and Experience 

• High School and1-3 years of experience