Network operations roles at this level are accountable for assisting senior staff and/or working with a team to monitor computer equipment/systems, respond to service requests, incidents and problems, and categorize/escalate issues as needed. Reviews configuration information in databases and technical diagrams. Communicates with customers and assists customers by phone and e-mail issues, outages and remediation status. Assists with afterhours client support performing basic troubleshooting, such as unlocking and resetting user accounts. Duties also include documenting incidents, maintaining computer records and production reports.
In addition to those identified in the previous level: Knowledge of methods and procedures used in a network environment. Ability to interpret error messages and take appropriate action. Ability to interpret and apply policies, procedures, and technical manuals. Ability to communicate with customers and staff, and provide technical information in easy-to-understand terms.
Associates Degree and 1-3 years of relevant experience. (Substitutions may be allowed.)