*Upon offer, candidates must complete a background and drug screen*


Works on the Telecom & Network Services Network Operations Center (NOC) team as a Level 1 Operator whose primary responsibility is Event and Incident Management for the Companies communications network.
Works with customers, staff, vendors and others to assess impact to the network and consider available remediation.
Focuses on driving up network availability and helping with change management.
Develops and leverages a thorough understanding of and experience in enterprise networks and infrastructure to increase efficiencies, ensure consistency, and add value.

Responsibilities

• Primarily performs the role of Incident Agent. Effectively use monitoring tools and respond to alerts that impact the environment. Perform initial triage and determination of system faults and performance issues; Create incident tickets and assign to the appropriate Incident Assignee group. May also perform the role of Incident Assignee and/or Incident Analyst managing trouble tickets, troubleshooting, resolving, assigning and escalating as appropriate for timely resolution and response, retaining ownership to bring the incident to a close.
• Monitor the network to ensure that all agreed Service Levels are met. Detect service degradation and/or failures in power, communications equipment, software, or circuits.
• Answer daily calls for support related to NOC issues. Ensure resolutions and documentation requirements are followed in resolving issues and assigning the NOC incident to the proper area for Root Cause Analysis.
• Provides support and coordination for High Priority Incidents.
• Ensure all control center, emergency response, and dispatch processes, and administrative processes are followed and in compliance with regulatory requirements.
• Ensure the Problem and Escalation Management procedures are correctly followed and that all problems are recorded in the appropriate problem management tools.
• Collects configuration changes resulting from repair; tests and identifies procedures to improve support; contributes to knowledge base content.
• Ensure network changes are incorporated and communicated effectively.
• Works special projects as assigned by management.

Required

ServiceNow or experience with alternate ticketing systems.
Microsoft Office suite (Outlook, Teams, SharePoint).
Critical thinking skills and experience working in a team environment.
Prior experience working/interacting with customers along with experience working with cross functional teams.
Looking for someone who has initiative to jump into things, curious about learning more and helping. Not afraid to ask questions or offer suggestions on process improvement. Previous experience in a ticketing system would be preferred, not required.


Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $27 - $30 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.