Tech-support 3

Client: Collins Aerospace

Job ID: 21783-1

Job Title: Tech-support 3

Duration: 12 Months

Location: Annapolis MD 21401

Bill Rate : $49.34

Pay Rate : $32/hr

PLEASE NOTE:

**Do NOT submit candidates rejected or interviewed from prior req 21267-1 or 21520-1*
Internal Job Title: Incident Manager
-Education: HS Diploma/Equivalent is the minimum education requirement - see job description for more information.
-Citizenship: US Citizen only
-Work Schedule: ONSITE; no travel anticipated
-Shift: MID (overnight) SHIFT 11pm-7:30am EST. This will not be a rotating shift so the selected candidate can plan on these working hours. The role is a 24 x 7 365 Operation Center which requires working on some weekends and holidays.
-Interviews: Telephone Manager will coordinate interviews directly.
-Temp-to- Perm: Open to it. Could be contract to hire for the right candidate. Conversion salary could be $60k-$65k depending on experience
-Candidates submitted OTR (over the max bill rate) will automatically be disqualified/rejected.
-Supplier Limit 3

Job Description

This role will contribute to the Tier 2 CAS Network Operations Center (NOC). This position is responsible for the incident management of customers within the CAS Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from Collins Aerospace CAS customers and Business Units.

Primary Responsibilities:

Monitors network management system and engages telecom providers to drive restoral efforts.

Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.

Solves systems and network problems/questions with limited scope and complexity.

Applies technical knowledge to oversee high availability IP networks messaging systems and Air to Ground data communications equipment and systems.

Identifies resolutions of routine technical queries from Collins Aerospace CAS customers and CAS Business Units.

Takes guidance from other team members or management to resolve less routine issues.

Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.

Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.

Monitors and troubleshoots system performance troubleshoots resolves or escalates network issues.

Understands deployment configuration and maintenance routines and develops tools to make the process more efficient.

Participates in network solutions design and configurations.

Analyzes issues and provides customers with guidance to resolve problems THIS INCLUDES GREAT FOCUS AND ATTENTION TO DETAILS

This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.

Strong Customer Service skills

EFFICIENT AT MULTITASKING. THIS INCLUDES TAKING ON MULTIPLE RESPONSIBILITIES PRIORITIZING AND DELEGATING

Candidate will be required to train on three all NOC (3) positions Transport DataLink Applications in 4-6 months. These positions will be trained one by one from a span of 3 weeks to a month and a half.

1. Transport Continuous monitoring from the core to the edge for all ARINC Global Network components including all routers switched firewalls circuits etc.

2. DataLink Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.

3. Applications Continuous monitoring of the central channels connected to routers which facilitate the daily flow of millions of messages.

This position is for MID Shift 11:00pm to 7:30am

Required Qualifications:

Network Certification

Knowledge of TCP/IP networking protocols computer hardware and software interconnection and interfacing.

Knowledge and understanding of ITIL/ITSM concepts and practices.

Experience troubleshooting Cisco devices.

Experience with HSRP/BGP routing protocols.

This position requires AA/AS degree or other 2-year post high school training with a minimum of 1-2 years of relevant experience OR

HS Diploma/GED with 2 years of experience

Preferred Qualifications:

CCNA Certification

Knowledge of Remedy Netcool Office 0365 ServiceNow