Job Responsibilities

35% Under general direction, serves as a Network Engineer performing difficult and specialized professional wide area network (WAN) functions for the Network Operations Center (NOC) within the Department of Innovation & Technology (DoIT):

• Opens trouble tickets initiated via customer phone call or email or in response to system alarm
• Confers with constituents to evaluate and isolate connectivity or performance problems
• Performs analysis and diagnostics to determine root cause and appropriate internal or external solutions
• Reviews and assesses situation to determine complexity of network problems and if problem exists within the statewide data and telecommunications network, and other DoIT area such as Local Area Networks (LAN), Midrange, End User Computing (EUC), Network Services and others, or outside vendors such as AT&T, etc
• Determines appropriate solutions on routine and non-complex problems
• Isolates, troubleshoots and/or fix network problems
• Performs corrective actions such as conducting network testing, making configuration changes within established procedures, and performing difficult network layer 1 (physical layer, circuits, hardware, etc), layer 2 (Ethernet, HDLC, PPP) diagnostics connectivity functions using networking and diagnostic tools such as telnet, traceroute, ping, loopback and circuit tests, router show and configuration commands, etc
• Refers more complex problems to higher level networking staff for resolution
• Explains network status and provides technical information, specifications and status reports to engineers, other support staff, customers, or external vendors for network problems outside of the NOC
• Schedules vendors and coordinates internal and external support teams and vendors to bring incidents to prompt and successful resolution
• Manages escalations and notifications to management as appropriate
• Tracks and confirms completion and success of work
• Updates work log and closes trouble ticket when work is completed
• Prepares and provides detailed documentation of root-cause and resolution to customer

35% Monitors the state’s data and telecommunications network and related services and equipment such as backbone circuits, Points of Presence, access circuits, egress circuits, equipment and data services, wireless devices, voice and video systems using network monitoring programs:

• Identifies real or potential network problems such as high circuit bandwidth utilization, network delay, complex routing problems, MPLS and BGP failures, abuse, DOS attacks, DNS and web services errors using network management tools including router show commands, Dig, traceroute, and others
• Performs analysis of severity and cause and engages internal staff and vendors to resolve problem
• Consults with more advanced technical staff for assistance with resolutions
• Escalates issues outside of the NOC area to appropriate staff
  

(Job Responsibilities continued)

10% Serves as project team member for full-range major/complex networking projects across multiple agencies and locations:

• Provides leadership and acts as single point of contact for other support teams within DoIT and/or vendors during single events or regional network outages, maintenance and project implementation
• Develops and implements test plans used to validate network performance before and after work performed such as verifying connectivity across access links, monitoring access and up links for errors and verifying connectivity has resumed
• Submits test plans to higher level networking staff for review and approval
• Prepares comprehensive documentation and provides reports to management
• Works outside of normal hours to meet deadlines and/or provide NOC coverage

10% Processes Change Management requests and updates/closes change tickets:

• Provides change and outage notifications to agency staff and customers according to established procedures
• Processes network abuse notifications
• Maintains disaster preparedness plans and procedures ensuring successful relocation and continued operations in the event of a disaster or event which disrupted the current NOC location
• Provides updates on network status during emergency situations, severe weather conditions or as requested by management
• Maintains accurate network and constituent information in databases supporting the network

5% Keeps abreast of new developments in the Information Technology (IT) field:

• Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and maintain current on IT products, vendors, techniques and procedures
• Attends demonstrations and exhibitions related to assigned operations
• Travels when held off-site.

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill and mental development equivalent to four (4) years of college with course work in computer science or directly related fields
• Requires one (1) year of professional experience in Wide Area Networks (WAN) or a related Information Technology field

Specialized Skills:

• Requires one (1) year of professional experience in network concepts/principals/hardware/software
• Requires one (1) year of professional experience with Transmission Control Protocol/Internet Protocol (TCP/IP)
• Requires one (1) year of professional experience with Routing Protocols
• Requires one (1) year of professional experience with Network Diagnostic Tools (Packet Sniffers, IPERF, Bandwidth Monitoring, Trace Route, Ping)

Preferred Qualifications

• Requires one (1) year of professional experience in network concepts/principals/hardware/software
• Requires one (1) year of professional experience with Transmission Control Protocol/Internet Protocol (TCP/IP)
• Requires one (1) year of professional experience with Routing Protocols
• Requires one (1) year of professional experience with Network Diagnostic Tools (Packet Sniffers, IPERF, Bandwidth Monitoring, Trace Route, Ping)
• Working knowledge of Quality of Service (QoS) Architecture
• Working knowledge of Muti-Protocol Label Switching (Label Distribution Protocol, Label Switching Protocol Troubleshooting
• Working knowledge of IP Video, VoIP, SNMP, Network Management tools, WAN design and troubleshooting circuits (T1, Pots, Ethernet and MetroEthernet, Fiber Optical Services)
• Ability to coordinate the activities of work associates and vendors to achieve desired results.
• Developed verbal and written communication skills to present information to others with clarity and precision
• Ability to gain and maintain effective working relationships with associates, vendors, clients and other
• Cisco Certified Network Associate, Cisco Certified Design Associate Certification (routing & switching) or Cisco Qualified Specialist Certification (Video, VoIP, Security, Wireless, Optical)

Conditions of Employment

1. Requires the ability to pass a position specific, agency required background check
2. Requires the ability to travel

3. Requires the ability to work outside of normal hours to meet deadlines and ensure coverage

4. Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.