Event Monitoring Services Engineer

Empower AI is a leading provider of advanced information technology solutions for U.S. federal government agencies. They are seeking an Event Monitoring Services Engineer to support the Network Operating Center (NOC), providing technical support for network connectivity and monitoring GSA's infrastructure.

Responsibilities:

• Provides phone, remote, and desk-side technical support to users in the areas of network connectivity, as well as BAS support for Building Automation Switches
• Conduct the daily 8:30 Operations call with Key GSA stakeholders and vendors on Thursday and Fridays
• Proactively monitoring the GSA infrastructure using SolarWinds and other tools
• Provide Help Desk assistance, including answering phones and or web content and monitoring the EM&EM Ticketing queue
• Document all work in our ITSM system (ServiceNow)
• Coordinate with staff onsite to resolve network and outer IT issues
• Basic network and server configuration assistance
• Responds to complex technical control facility hardware and software problems
• Interfaces with telco vendor support service groups to ensure proper escalation during outages or periods of degraded system performance
• Monitors and responds to hardware, software, and network related problems
• Supports routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, modems, and terminals)
• Utilizes software and hardware tools to identify and diagnose complex problems and factors affecting network performance
• Troubleshoots network systems
• Supports testing, installation, and support of network communications, including LAN/MAN/WAN systems. Provides assistance for information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and operations

Requirements:

• Public Trust Clearance or ability to obtain
• ITILv4 Foundation Certification within 120 days of start date
• Great communication skills
• The shift for this position is Wednesday-Saturday 11pm-9am
• 1+ years experience with SolarWinds or similar tools
• Previous experience working in a NOC
• Operates with appreciable latitude in developing methodology and presenting solutions to problems
• Contributes to deliverables and performance metrics where applicable
• 2 - 7 years of experience and bachelor's degree
• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset
• Experience performing information network and physical infrastructure support including hardware/software for routers, switches, servers, printers, scanners, and video teleconferencing (VTC suites)
• Experience supporting industry standard software products
• Experience troubleshooting wireless networks and Wireless Access Points (WAPs)
• Must be willing to work a variety of shifts, including holidays as scheduled. This is a 24/7/365 NOC environment
• Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments
• Familiarity with the following technologies: Active Directory, Windows, ServiceNow, Network Monitoring Systems (solarwinds), Cisco Prime, LAN/WAN control protocols