Responsibilities

Your primary responsibility is to ensure GNOSC (Government Network Operations and Security Center) customers receive professional service and prompt response to their needs.  You will support the 24x7 Floor Operations / Service Desk function for our managed network services customers – this means initiating and working Incident Management tickets, responding to trouble calls/emails from customers, establishing secure portal access through secure certs and/or RSA token management, and security surveillance/analytics as assigned by the shift lead.  The position is full time – eight hours per day supporting the Day Shift from our Cary, NC location. 

 

  • Learn:   physical topology and logical design for the customer’s network and security implementations; customer and Verizon-provided equipment across major vendors such as Cisco, Juniper, CheckPoint, IronPort, FireEye, BlueCoat, etc.

     

  • Communication:  answer all in-coming calls in a timely, professional manner; provide status to the customers on the progress of their incidents within the prescribed amount of time per the SLA.

     

  • Monitor:  use various surveillance systems responsible for reporting the health of the devices for GNOSC customer equipment, and act upon faults when necessary.

     

  • Troubleshooting:   examine potential security threats via log analytics; learn physical layer and logical problems fault isolation methodologies on customer/carrier networks utilizing remote access tools.

     

  • Interact:  directly with other Verizon network and security engineers/groups, Local Exchange Carrier groups, vendor/partners, GNOSC Advanced Technical Support, and customer teams. 

Qualifications

Experience dealing with customers during service requests, problem resolution and operating under service level agreements. Hands-on experience in configuring and troubleshooting network or security devices, OR experience on a service desk team handling incident management/triage tickets through such standard tools as Remedy or other systems.  Understanding of networking protocols such as IPVPN, TCP/IP, UDP, IPSec.  Solid understanding of IPv4.  Good understanding of DNS, NTP, Firewalls, ACLs.

==> Want to Impress?

  • One active technical certification – Cisco, Juniper, A+/Sec+/Net+
  • Experience with network management and/or performance analysis tools.
  • Experience with Security Analytics tools (SIEMs such as ArcSight, Splunk) 
  • College degree (two or four year)

*This position requires the ability to obtain a government issued security clearance; an active clearance is highly desirable*

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status.  Different makes us better.