Title: Technical Support Analyst
Term: 12 Months Contract
Location: Annapolis, MD 21401

Long term contract opportunity in Annapolis, MD for a Technical Support Analyst to be responsible for the incident management of customers within the operational environment. Will also be responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries. This is a 24x7 365 Operation Center which requires working some weekends and holidays.

Day-to-Day Responsibilities:

Monitor network management system and engage telecom providers to drive restoral efforts.
Track incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
Solve systems and network problems/questions with limited scope and complexity.
Apply technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
Identify resolutions of routine technical queries.
Take guidance from other team members or management to resolve less routine issues.
Work with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
Use discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
Monitor and troubleshoot system performance, troubleshoots, resolves, or escalates network issues.
Understand deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
Participate in network solutions design and configurations.
Analyze issues and provide customers with guidance to resolve problems.

Qualifications:

AA/AS degree or other 2-year Post High School Training.
Network+ Certification.
1 to 2+ years of experience in technical support.
Strong customer service skills.
Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
Knowledge and understanding of ITIL/ITSM concepts and practices.
Experience troubleshooting Cisco devices.
Experience with HSRP/BGP routing protocols.

Preferred Skills:

CCNA Certification
Knowledge of Remedy, Netcool, Office 0365, ServiceNow.

About our client
Our client is a multibillion-dollar company that provides technologically advanced solutions for global aerospace and the defense industry. With over 68,000 employees they can continue their legacy of quality, trust, and customer service. If you want to work with the most innovative and passionate people and soar together, apply today.