GENERAL DUTIES & RESPONSIBILITIES
• Performs customer service duties and responds to customer requests as defined by management.
• Conducts and attends client-facing technical scoping calls to assist relationship and sales teams in developing requirements for client connectivity solutions.
• Participates in and drives internal and external audit discussions.
• Mentors and trains less experienced team members, performs knowledge transfer to the network operations team and NOC personnel.
• Audits CMDB and client-specific documentation to ensure supportability at the 1st level of engagement, ensuring faster mean time to repair for issues.
• Performs device configurations, internal operating system upgrades and software upgrades and deploys network devices.
• Follows documented network services processes and procedures – identifies gaps in processes or documentation and suggests improvements.
• Monitors, responds and provides resolution for all network problem and incident tickets.
• Responds to customer requests as defined by management completing assignments in a timely manner with an acceptable level of quality.
• Troubleshoots network problems and recommends corrective procedures; assists with troubleshooting circuit equipment and all other network issues.
• Prepares activity reports as requested by management.
• Identifies opportunities to improve workflow and creates supporting documentation for review by peers and management.
• Maintains network services documentation related to work area.
• Completes network change requests in accordance with service level agreements.
• Maintains network lab and equipment inventory.
• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelor’s degree in technical discipline or related field or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Communicates ideas both verbally and in written form in a clear, concise and professional manner
• Knowledge of network technologies, i.e., routers, switches, load balancers, firewalls, network and routing protocols
• Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
• Requires knowledge of basic office tools
• Ability to understand and apply technical concepts
• Team skills, including the ability to establish and maintain effective working relationships
• Flexibility, versatility, dependability
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is supplement document
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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