Job Description

Must have

• An Associates Degree and at least 3 years of IT work experience; or 2 additional years of work experience may substitute for the degree.
• A minimum of 3 years of relevant networking experience and support.
• Strong knowledge of networking, including SD-WAN, data circuits, and network troubleshooting.
• Excellent customer service skills as you will play a crucial role in building customer relationships.
• Familiarity with ServiceNOW.
• Proficiency in MS Office Suite, particularly Excel and Teams.
• Strong organizational abilities and communication skills, both written and verbal.
• Capability to coordinate projects and handle multiple tasks simultaneously.
• Troubleshooting expertise with routers, switches, and modem connections and setups.
• Experience with remote connections using VPN, Putty, and/or SSH.
• Previous Tier 2 network support experience is a plus.
• Willingness to be flexible with on-call work, overnight shifts, and weekends as needed.
• Eligibility for obtaining a Position of Public Trust Clearance as a US Citizen or Permanent Resident (Green Card Holder) and must not have traveled outside the U.S. for a total of 6 months or more in the last 5 years.
• Must have resided in the U.S. for the past 5 years.

Responsibilities

• Primary duties include: Managing various network service requests with vendors utilizing advanced Telecom Expense Management software.
• Scheduling and coordinating installations of network services based on project requirements.
• Documenting and monitoring daily tasks using Excel spreadsheets.
• Closing ServiceNow tickets effectively.
• Conducting data analysis, capturing and reviewing metrics, and generating reports for management as necessary.
• Overseeing data extraction from ServiceNow to prepare next-day outage reports.
• Coordinating new upgrades and improvements.
• Implementing and disconnecting circuits for assigned orders relating to new installations, migrations, and disconnections.
• Overseeing the ordering, tracking, and overall coordination required for circuit installations.
• Collaborating with vendors on daily WAN escalations and addressing vendor calls.
• Utilizing provisioning tools to process customer service orders and activate services.
• Understanding all related vendor systems and processes from order submission to completion and troubleshooting.
• Maintaining awareness of all vendors service level agreements (SLAs).
• Proactively communicating progress, critical timelines, and any delays or obstacles to Project Managers and Management while seeking opportunities for process improvements.
• Managing the ServiceNow ticketing system and vendor ticket reporting to ensure timely resolution of issues and closure of requests.
• Working on ServiceNow Trouble Tickets until resolution.

Company

This position is based onsite in Raleigh, NC, with a current hybrid work model that requires reporting to the office two days a week (Monday and Tuesday). Please note that the hybrid schedule might change in the future. The role operates during first shift hours, Monday through Friday, with occasional on-call responsibilities and after-hours requirements. This position is part of a 6-month contract, with expectations for extension or conversion. I invite you to join the TASC Technical Services team, which has built 30 years of excellence within the staffing sector! We provide competitive benefits, including health care plans, a 401k plan with company matching, and weekly paychecks with direct deposit. Furthermore, we adhere to all state and federal regulations concerning compensated time off. TASC Technical Services is proud to be an Equal Opportunity Employer.

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Job Tags

Permanent employment, Contract work, Work experience placement, Remote work, Monday to Friday, Flexible hours, Night shift, Weekend work, Day shift, 2 days per week,

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