Jr Network Engineer

$56,160 - $62,400/Yr

Horizontal Talent - Denver, CO

Full-time - Entry Level

Denver, CO

About the position

The Level 1 Operator position within the Telecom & Network Services Network Operations Center (NOC) team focuses on Event and Incident Management for the company's communications network. The role involves working collaboratively with customers, staff, and vendors to assess network impacts and implement remediation strategies, with an emphasis on enhancing network availability and supporting change management processes.

Responsibilities

• Perform the role of Incident Agent, effectively using monitoring tools to respond to alerts that impact the environment.
• Conduct initial triage and determine system faults and performance issues; create incident tickets and assign them to the appropriate Incident Assignee group.
• Manage trouble tickets as an Incident Assignee/Analyst, troubleshooting, resolving, assigning, and escalating as necessary for timely resolution.
• Monitor the network to ensure compliance with agreed Service Levels, detecting service degradation or failures in equipment, software, or circuits.
• Answer daily support calls related to NOC issues and ensure proper documentation and resolution processes are followed.
• Provide support and coordination for High Priority Incidents, ensuring compliance with control center and emergency response processes.
• Follow Problem and Escalation Management procedures, recording all problems in the appropriate management tools.
• Collect configuration changes from repairs, test procedures to improve support, and contribute to knowledge base content.
• Incorporate and communicate network changes effectively.
• Work on special projects as assigned by management.

Requirements

• Experience with ServiceNow or alternate ticketing systems.
• Proficiency in Microsoft Office suite (Outlook, Teams, SharePoint).
• Strong critical thinking skills and experience working in a team environment.
• Prior experience interacting with customers and working with cross-functional teams.

Nice-to-haves

• Previous experience in a ticketing system is preferred but not required.
• Demonstrated initiative and curiosity about learning and process improvement.

Benefits

• Competitive compensation including medical, dental, vision, and retirement benefits.