POSITION SUMMARY:
Lifepoint Health is seeking an experienced and motivated Systems Engineer to join our Network Operations Center team. The ideal candidate will have a strong background in computer networking technologies including switching, wifi, and basic firewall concepts. This position will provide level 2 and 3 support of the national enterprise network including ticket creation and resolution, remote user support, basic server and network management as well as being a mentor for junior level team members.
Essential Functions:
Monitor a wide variety of information and network systems that include, but are not limited to LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications; using status and performance monitoring tools to monitor the enterprise network for outages, failing equipment and network performance issues.
Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact
Notify customer and third-party service providers of issues, outages and remediation status
Troubleshoot remote site outages to isolate the cause and escalate with the internet service providers and network engineers when necessary to restore connectivity.
Work with remote site personnel to determine if network equipment has failed and needs to be replaced; then coordinates the replacement and configuration of the failed network equipment.
Work with third party vendors to schedule tech dispatches to facilitate: remote site troubleshooting, working with ISP's to isolate network issues and performing equipment replacement.
Document all troubleshooting, resolutions, and processes by updating assigned tickets, escalating to various carriers and personnel as required until completion.
Controls and documents physical access for all visitors to the Louisville Data Center production floor, communications room and test lab. This includes: Support Vendors and IS department personnel.
Manages all corporate printers and print queues on both remote site and corporate print servers. Including DHCP reservations, DNS records, Print queue creation and printer configuration.
Executes basic server management tasks based on requests from server owners using either VMWare or RDP connectivity.
Develop strong relationships with the customer and all other supported departments.
Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours.
Coordinate network activities related to cut-overs and upgrades to insure that schedules are appropriately planned to avoid customer service outages.
Work with other corporate IS departments to support projects associated with improving network functionality to include: updating network equipment configurations and identifying underperforming or failing equipment that needs to be replaced.
ADDITIONAL INFORMATION:
While this position is listed as remote, there may be instances where on site assistance at the Louisville Data center is required for the following: escort vendors in the data center, configure and ship replacement network equipment, troubleshoot network issues at the Louisville Scion corporate office.
KNOWLEDGE, SKILLS & ABILITIES:
The requirements listed below are representative of the knowledge, skills and/or abilities required.
EDUCATION:
EXPERIENCE:
- A minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment. Previous network centric NOC experience is strongly preferred.
CERTIFICATIONS/LICENSURE:
Cisco CCNA desired
Network+ Preferred
Fortinet FCP desired
SKILLS AND ABILITIES:
Networking:
Demonstrated ability to use basic network troubleshooting tools and processes. Understanding of networking concepts and topologies. Ability to use problem-solving skills to analyze, identify and solve issues that occur in network environments.
Experience in troubleshooting broadband network issues as it relates to customer connections.
Experience working with network switch, router, and firewall configurations with a preferred focus on Cisco, and Fortinet platforms. Palo also desired.
Server Administration:
Familiar with DHCP services related to server services administration ie scope creation, reservation creation, and pool management.
Familiar with Window's Server Print Management services and management of print queues
Documentation:
Familiar with Microsoft Office Suite applications - Word, Excel, OneNote, and Teams
Proven ability to document processes and troubleshooting
Experience working with ticketing systems i.e. ServiceNow and Cherwell
Communication and End user Support:
Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations
Experience providing remote support using virtual desktop tools and talking end users through basic troubleshooting processes to quickly determine the root cause of an issue while reassuring the customer.
Technical Skills:
Communication
Functional Independent Judgement
Project Management Planning / Organization
PHYSICAL AND MENTAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.