**Position Purpose:** Serve as a point of escalation for their technical area Work with peers, L1 and L2 in order to meet team objectives Under the guidance of Management or a Lead, work with Engineering and Application support teams to meet departmental objectives Under the guidance of Management or a Lead, work individual tasks on initiatives that will make IT Operations more efficient Solve problems Interface with the user community to coordinate changes; schedule and gain approval for change requests Review, create and publish support documentation Play a significant role in the on-time delivery of small to medium-size projects Communicating at several levels; status of issues, assigned tasks and projects Delivering excellent customer service; follow-up, follow-through Flexible availability in support of 24x7/365 environment; including days, nights, weekends **Key Responsibilities:** + 30% - Support & Enablement:Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordinglyMonitors system updates to remain aware of common problems users are experiencingActively listens to and builds rapport with end users to elicit problem details30% - Delivery & Execution:Documents, reviews and ensures that all quality and change control standards are metApplies diagnostic utilities to aid in troubleshootingAccesses software updates, drivers, and knowledge base to aid in problem resolutionTests fixes prior to closing tickets to ensure problems have been adequately resolvedInteracts and builds relationships with site leadership where applicable30% - Administration & Operations:Documents all pertinent end user identification information including nature of problemRecords, tracks, and documents the problem-solving process for each ticket10% - Learning:Participates in formal and informal training sessions to gain new skills and knowledgeReviews regular pertinent product update information to keep knowledge currentContributes to and updates knowledge database and team training documentationCollaborates with other team members to share and exchange information **Direct Manager/Direct Reports:** + Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager. **Travel Requirements:** + Typically requires overnight travel less than 10% of the time. **Physical Requirements:** + Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. **Working Conditions:** + Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. **Minimum Qualifications:** + Must be eighteen years of age or older. + Must be legally permitted to work in the United States. **Preferred Qualifications:** + 3-5 years of relevant work experience + Proficient in the use of basic Cisco IOS, Nexus OS and JunOS commands + Familiar with FiberPath Nexus 2K, 5K, and 7K functions + Familiar with Cisco wireless technology + Proficient with switching and routing protocols + Proficient in troubleshooting WAN mediums (T-1, T-3, OC-3, OC-192, Metro-E) + Proficient in DNS and DHCP administration + Familiar with firewall administration and ACLs + Familiar with basic UNIX and Windows commands + Familiar with Solarwinds and Extrahop, SelectorAI + Incident, Problem, Knowledge-Base, Service Catalog and Change Management **Minimum Education:** + The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. **Preferred Education:** + No additional education **Minimum Years of Work Experience:** + 3+ yrs **Preferred Years of Work Experience:** + No additional years of experience **Minimum Leadership Experience:** + None **Preferred Leadership Experience:** + None **Certifications:** + None **Competencies:** + Being Resilient: Rebounding from setbacks and adversity when facing difficult situations + Collaborates: Building partnerships and working collaboratively with others to meet shared objectives + Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique + needs of different audiences + Customer Focus: Building strong customer relationships and delivering customer-centric solutions + Decision Quality: Making good and timely decisions that keep the organization moving forward + Interpersonal Savvy: Relating openly and comfortably with diverse groups of people + Manages Conflict: Handling conflict situations effectively, with a minimum of noise + Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder + Resourcefulness: Securing and deploying resources effectively and efficiently + Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $50,000.00 - $120,000.00