About this role
Role Overview
- Monitor network infrastructure using approved monitoring and alerting tools.
- Act as the first point of contact for network events and incident investigations.
- Interpret alerts, diagnose issues, and follow documented procedures to restore service.
- Create, update, and manage incident tickets driven by alarms and alerts.
- Perform approved configuration tasks such as port or circuit activations, MAC clearing, and access changes under direction and policy.
- Engage network carriers and internal teams to support incident resolution.
- Document incidents clearly, including actions taken, timelines, and outcomes.
- Follow escalation and notification procedures using sound judgment.
- Provide timely, accurate customer-facing updates related to network incidents.
- Contribute feedback to improve Mission Control tools, processes, and procedures.
Requirements
- 2 or more years of experience in IT, networking, or a related technical support role, or equivalent education and training.
- Foundational understanding of network concepts, topologies, and the OSI model.
- Experience troubleshooting network connectivity and following critical-path resolution steps.
- Familiarity with data center infrastructure and cabling standards.
- Experience using ticketing systems and monitoring tools.
- Comfort using terminal access tools such as SSH, PuTTY, or similar.
- Working knowledge of Microsoft Office applications.
- Network+ , CCST, CCNA, A+, or Security+ certifications are preferred, not required.
Benefits
- Generous Benefits Package
- Switch provides medical plan options of comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!