Tier 2 WAN Network Service Desk Engineer
Tuknik Government Services

Fort Collins, Colorado

Posted in IT

This job has expired.

Job Info

Tuknik Government services, a Koniag Government services company, is seeking an experienced Tier 2 WAN Service Desk Network Engineer who must be able to maintain a government clearance to work in Fort Collins, CO. The salary range for this position is 90K-150K.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, 11 paid holidays, 3 weeks paid time off, and more.

Position Overview:
This highly technical Tier 2/3 WAN Service Desk engineer position is primarily responsible for working WAN network escalations from other Help Desk/Service Desk teams and providing outstanding customer service and troubleshooting complex enterprise network issues.
The ideal candidate is an exceptional written and verbal communicator, with proven experience supporting and troubleshooting complex WAN networking issues, has at least 3 years of Cisco CLI, and 2 years prior Service Desk experience. Proficient and responsive to service timelines, ticket management, communication, understands and can troubleshoot and validate intermediate WAN networking tickets.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

  • Request, record, and distribute Notifications per process.
  • Because of rapid changes in information and telecommunications technologies.
  • Document customer requests in the ticketing system within established SLA requirements.
  • Resolve all in scope requests/issues.
  • If unable to resolve, properly escalate to the appropriate support group.
  • Be familiar with and maintain awareness of the Agency's organization, culture, and its infrastructure.
  • Provide timely, professional, courteous, competent, and effective response to its customer issues and requests, regardless of workload and strain on the Service Desk.
  • Provide support for Incidents, Service Requests, Change Requests, Problems, and Events as it pertains to Service Desk deliverables.
  • Adherence to Change Management processes and procedures.
  • Respond to information requests by Service Desk management as needed; provide technical input and consultation.
  • Request, record, and distribute Notifications per process.
  • Because of rapid changes in information and telecommunications technologies.
Work Experience, Knowledge, Skills & Abilities:
  • Excellent analytical, critical thinking, and problem-solving skills
  • Intermediate networking skills with strong working knowledge of WAN, BGP, HSRP, DNS, and Firewall policy and interfacing
  • Must be highly proficient and demonstrate ability with routing.
  • Intermediate ability to analysis packet captures and identify transport problems.
  • Intermediate and demonstrated ability to troubleshoot vendor circuit issues.
  • Strong working knowledge of large, complex integrated network environments
  • Excellent written communication skills; grammar, spelling, punctuation, email etiquette
  • Professional demeanor, strong customer relation skills.
  • Ability to multitask, shift focus, and work multiple priorities.
  • 2+ years hands on experience in a 24 x 7 x 365 NOC or Service Desk
  • 3+ years of Cisco CLI experience
  • Demonstrated ability to Type 45 WPM or more
  • ITIL v3 or v4 foundation certification preferred
  • Demonstrate overall knowledge of Service Desk Operations regarding, incident and change management, ticket generation requirements, quality control, knowledge and process management, and coaching.
  • On-Call after hours rotating shifts for nights, weekend, and holiday support required. High level of responsibility.
  • Onsite support availability if local to the Fort Collins or DC areas.
  • Experience with a major ticketing systems and reporting is required such as ServiceNow, Remedy, Salesforce, BMC Helix, Heat.
  • Microsoft and Cisco network certifications are preferred.
  • Able to comprehend new concepts, ask pertinent questions, execute, and document ideas and concepts with minimal day-to-day direction.
  • Education Required:
  • Bachelor's degree in IT, Engineering, Business or Equivalent Experience
  • 3-7+ Years
Certifications Preferred:
  • CCNP Enterprise Core (Cisco), Network+ (CompTIA), WCNA (Wireshark), Network Security Expert (NSE) Fortinet, ITIL v3 or v4 Foundation, HDI Support Center Analyst or HDI Team Lead

Working Environment & Conditions
This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com
EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

This job has expired.

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