Description

You will provide first-level support and incident triage within a 24x7 shift environment in Plano, TX.

Responsibilities

• Identify and assign ticket requests while performing initial technical checks and troubleshooting.
• Manage the incident lifecycle by updating ServiceNow tickets and closing cases within SLA guidelines.
• Coordinate with internal teams, customers, and third-party vendors to resolve network issues.
• Facilitate triage calls and communicate ticket status updates to L2 and L3 engineers.
• Execute BAU tasks including device pre-staging, utilization reporting, and low-level code upgrades.

Required Skills

• 5+ years of IT experience in a NOC or network support environment.
• Hands-on experience with Cisco routing and switching.
• Working knowledge of Arista network monitoring and alerting tools.
• Understanding of IP addressing, DNS records, and Infoblox.
• Solid grasp of the OSI model through Layer 2.
• Ability to manage and escalate incidents via ServiceNow.
• Strong written and verbal communication skills for technical coordination.
• Bachelor's degree or equivalent graduate qualification.

Preferred Skills

• Professional certifications such as CCNA or PCNA.
• Experience with LAN, F5, and network design using Visio.

Key Skills

Education

Any Gradute