At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

Shift Time: Friday 6 PM - 7:30 AM, Saturday: 6 PM - 7:30 AM, Sunday: 6 PM - 8:30 AM

The Tier 2 support candidate will provide second level support to troubleshooting issues on the network and supporting the customer. The Tier 2 support candidate will provide support in a 24/7/365 Network Operations Center (NOC) environment and report to the Shift Supervisor. Tier 2 support areas include network management, enterprise operations monitoring, network incident service response, create and update network mapping, coordination with external users outside the NOC, policy input, and reporting.

• Responsible for collecting data on incidents and providing accurate descriptions, work performed, to steps to identify root causes.
• Responsible for opening, processing, and resolving trouble tickets.
• Responsible for compiling and managing discrepancy reports, which contain operational devices not reporting data, enterprise management services incorrectly analyzing data, etc.
• Maintain and verify accuracy of the network and it’s attached assets using Cisco Prime, OpNet, Solarwinds, and Riverbed.
• Maintain/monitor network devices.
• Monitor the WAN.
• Monitor firewalls, security of appliances, and ensure that devices are receiving alerts.
• Compile and maintain datacenter backups using NetBackup and report if any jobs did not complete successfully.
• Update changes to the backup jobs in the daily report
• Work with a variety of Government and contractor personnel to troubleshoot and resolve issues including Service Desk, Security Operations Center (SOC), Enterprise Operations Center (EOC), and local area staff throughout CONUS and OCONUS locations. Coordinate information with the Service Desk personnel for network outages and other end user support.
• Coordinate with NOC deployment team for both new circuit installations and circuit outages.
• Assist in providing Audit Reports, Baseline Reports, Shift Transition Reports, Incident Analysis Reports, Notification Reports, etc.
• Provide information to the Shift Supervisor to meet reporting requirements.
• Apply industry and Government standards and best practices, as appropriate.
• Perform other duties and special projects as assigned.

• High School diploma
• Associate degree preferred
• 4-8 years of experience providing IT support and customer services
• Service Management experience and familiarity using the ITIL and/or CMMI framework a plus
• Must have experience troubleshooting advanced network issues and identifying resolutions
• Must have experience with enterprise performance monitoring, e.g. Solarwinds, Cisco Prime, Riverbed
• Must have experience with database alert monitoring, e.g. Oracle, SCCM
• Must have trouble ticket management experience (ServiceNow experience a plus)
• Must have network event management experience, e.g. SolarWinds, SPLUNK
• Flexible/adaptable to NOC environment
  • Must have excellent customer service and interpersonal skills
  • Current Secret Clearance a plus
  • Current DHS or USCIS suitability a plus

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.