Network OCC Support Technician

Job Title: Network OCC Support Technician

Job Location: Tampa, FL

Trace Systems is seeking a cleared and experienced Network OCC Support Technician to join the Trace Operations Control Center (OCC) team in Tampa, FL. This shift-work position supports continuous (24/7/365) network operations. Must be able to perform shift work, including weekends and holidays. This essential role will provide support to remotely deployed telecommunications systems, services, and computing equipment.  This support includes data, transmission (e.g., satellite, wireless, cable, or fiber), voice, video, and any interoperability/connectivity support requirements for installed computers, voice handsets, and associated peripherals and software.  Limited support for “bring your own device” (BYOD) is included.

Duties and responsibilities include:

• Provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service or incidents.
• Provide support to end users while focusing on operations, hardware, software, and network connectivity.
• May interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Responsible for communicating with customers to provide status, feedback, or general information regarding their request or inquiry for service.
• Follows all documented processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
• Provide incident and problem management to include recording, classification and initial response, investigation and diagnosis, resolution, recovery, and incident closure.
• Provide support for system monitoring and system updates using documented procedures.
• Monitor and responds to hardware, software, and network problems. Monitors and controls the performance and status of the network resources.
• Escalate more complex problems to next higher tier support level for resolution.
• Monitor trends in problems and questions and seek opportunities to improve support and training processes.
• Responsible for support of multiple information and computing systems to include all documentation, traffic analysis, and system uptime monitoring 
• Produce documentation and briefs systems, network, and architectural diagrams to company program management and supported customers.
• Produce and deliver network metrics information and reports, as scheduled or directed, for company program management and supported customers.
• Support operational requirements by adapting network monitoring and reporting to meet emerging needs and updated technologies.
• Maintain technical proficiency and vast technical knowledge in field of expertise.

Perform daily duties including, but not limited to, the following:

• Answer requests by the trouble-ticket Help Desk, telephone, or email for IT support.
• Assist with problem identification and resolution by assisting end users as the first and/or second level of support or by determining escalation priority to the appropriate information systems personnel.
• Assist with maintaining technical libraries and lessons learned documentation.
• Develop knowledge and technical skills on a continuous basis to stay abreast of current trends and developments in information technology.

• Active, in-scope US Government issued Secret clearance
• Due to the nature of the work and contract requirements, US Citizenship is required.
• Position requires a minimum of two (2) years of experience in satellite communications and/or enterprise network relevant training or experience.
• Moderate IP/Networking experience including routers, switches, firewalls, routing protocols (EIGRP, BGP, RIP), VLANs, ACLs, and multicasting.
• Experience in Network Operations Centers or Help Desk and IT customer support and environments.
• Strong working knowledge of Microsoft Windows 10 operating system and Office Suite software and hardware/software troubleshooting techniques
• Ability to manage IP over wired, wireless, or SATCOM networks

• Expertise in Iridium equipment
• ITIL(V)4 Foundations
• DoD 8570 IAT Level II certification (e.g., Security+, SSCP, or GSEC)
• Help Desk certification: help desk 2000 or HDI certified help desk professionals
• Satellite Communications Network Operations or Coordination training or experience
• Experience in Microsoft SharePoint Development
• Experience in Network Operations Center (NOC) operations and environments.
• Military Signal, Communications, IT, or Cyber Background
• Diploma or Certificate in EE, IT, or related field (e.g., Network, Systems, Computer, Cyber)
• Good problem diagnosis and resolution skills
• Experience with Microsoft SharePoint
• Understanding of monthly report requirements and ability to complete on time

• High School Diploma required; College degree preferred with a major or course track in communications, IT, or EE.

Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad–– whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.  

To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text ‘tracejobs’ to 97211 or apply directly through our website at: www.tracesystems.com. #jointracesystems

Trace Systems is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, disability, veteran status, national origin, sexual orientation, gender identity, pregnancy, genetic information, or any other characteristic protected by law.