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Cisco Network/Operations Help Desk Support

Cisco Network/Operations Help Desk Support

Cisco Network/Operations Help Desk Support (2)

The Network/Operations Help Desk Support Specialist will service as the heart and soul of the NOC service. They will develop empathy to the needs of the customer ranging from the broadcast operations through to the corporate functions of the organization. They will partner closely with resources in the companion centers. The NOC Engineer will proactively monitor and engage operations to ensure that all infrastructure and services are readily available and performant. They will escalate and coordinate the response to network and infrastructure events. They will assist in the preparation and validation of standard operating procedures as well as corrective action plans. They will also assist with the completion of routine adds, moves, changes, and potentially maintenance activities.

  • Host pre-event NOC status bridges/meetings validating the availability and performance of infrastructure services
  • Host incident specific bridges/meetings specific for infrastructure outages and performance issues managed by the NOC
  • Prepare root cause analysis summaries for all incidents
  • Perform routine adds/moves/changes to the customers infrastructure such as firewall and routing changes
  • Perform maintenance of the customers infrastructure inventory (CMDB)
  • The environment consists of Cisco and Arista switching, Aruba Wireless, Palo Alto and Cisco firewalls etc.
  • 7 days a week, with 2 shifts from 11am 7pm and 7pm - 3am
  • Need firewall experience but it doesn’t have to be Palo Alto
  • CCNA with 2+ years’ experience but just as much as with communication skills is important.

Ideally they would be able to assist with “routine moves/adds/changes” during non-production times.  These types of changes would be reviewed, planned out and put through a change control so there is room for a learning curve and senior engineer oversight.  During an incident/outage that requires an immediate change to restore service their role would be to quickly assess the situation, determine which team(s) are needed (server, route/switch, firewall, telecom, etc), spin up a bridge and start getting all stakeholders and escalation engineers on the call or determine if it was a crisis or plan for a change to occur outside of production hours.   

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