Job Summary: 

• Analyze, design, build and maintain network (LAN and WAN), Server, and Desktop/laptop hardware and software, including firewalls, routers, servers (physical and virtual), storage, desktops, and laptops.
• Install and maintain software for desktop/laptop, servers to include enterprise-wide software such as email and operating systems.
• Set up server equipment and install all network and system software, including operating systems and software packages
• Set up new users on the network and appropriate applications
• Maintain and back up all networks and servers, including hardware and software updates daily to keep systems running efficiently and securely
• Troubleshoot and identify daily network, server, and desktop/laptop issues
• Analyze all attempted or successful network and desktop security breaches daily to determine breach cause, resolve related issues and secure the network to prevent future infiltration
• Maintain daily, weekly, monthly, and quarterly security tasks
• Speak with users over the phone, in person or via online chat to understand and troubleshoot technical issues
• Determine the need for and subsequently provide system reconfiguration
• Assess user needs and recommend technical solutions such as patches, upgrades or enhancements

Skills on Resume: 

• Network Maintenance (Hard Skills)
• Hardware Configuration (Hard Skills)
• Software Installation (Hard Skills)
• User Setup (Hard Skills)
• System Security (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Security Analysis (Hard Skills)
• Communication Skills (Soft Skills)

Job Summary: 

• Monitor mega port's global network and resolve network events
• Provide escalation support for Customer Support Specialists and other internal business units, ensuring customer issues are responded to quickly and accurately
• Plan, process, manage and implement network changes prescribed by Megaport Engineering and third-party suppliers
• Maintain technical relationships with vendors and internal engineering teams, including overseeing contractors performing remote work
• Proactively communicate incidents to internal and external stakeholders, including direct contact with customers/end users
• Troubleshoot network, portal, and account issues using a variety of monitoring tools
• Collaborate with Customer Support Specialists and key business units to ensure high-level customer service, including the provision of accurate and detailed information
• Analyze data to report on varying trends
• Adhere to operations processing KPIs
• Record all work completed in Megaports OSS/BSS systems
• Potential for on-call work as customers need consistent, rapid, global coverage

Skills on Resume: 

• Network Monitoring (Hard Skills)
• Escalation Support (Soft Skills)
• Change Management (Hard Skills)
• Vendor Coordination (Soft Skills)
• Incident Communication (Soft Skills)
• Problem Troubleshooting (Hard Skills)
• Customer Collaboration (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary: 

• Answer and triage customer assistance requests on information technology and communications issues under the direction of the Help Desk Manager
• Provide quick solutions for user problems at this level, if possible
• Use the government tracking system to open tickets for information network issues and document steps to resolve the problems
• Enter, update and complete assignment information and steps taken to resolve issues on all trouble calls into the program trouble ticket system for workload tracking
• Perform technical tasks to resolve Help Desk tickets as required by the Government including tasks related to workstations, printers, fax machines, communication devices, hand-held devices, scanners, Video Teleconference (VTC) Suites, and other peripherals
• Support program VTC operations including the daily coordination, management, operations and maintenance of audio and video equipment in conference rooms, VTC scheduling, and VTC problem resolution.
• Create and maintain Help Desk Documentation and Information Network Support Guides, such as “Frequently Asked Questions” type documents covering common and unique issues
• Maintain familiarity with all DOD, Joint Chiefs of Staff, Air Force, Intel Community, and program policies, procedures, and processes for transferring data from one network to another
• Assist users in data transfers following established policies and procedures
• Develop and provide training to data owners, data custodians, network and system administrators, users, and delegated data transfer operators following policy and procedures
• Document technical support procedures and maintain company records
• Respond promptly to queries and provide information on the proper installation, maintenance and use of technical systems

Skills on Resume: 

• Customer Support (Soft Skills)
• Problem Solving (Soft Skills)
• Ticket Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• VTC Operations (Hard Skills)
• Documentation Creation (Hard Skills)
• Policy Familiarity (Hard Skills)
• Training Delivery (Soft Skills)

Job Summary: 

• Maintains and upgrades network/internet connections at all locations, which includes improving internet speed, establishing reliable remote server access, etc. 
• Assists users with all IT-related issues, which includes desktop application installation, maintenance and troubleshooting, among other items, via phone, email and in-person.
• Procures, configures and installs new PCs, laptops, printers and servers. 
• Troubleshoots basic hardware and software issues, which includes identifying performance problems with assigned equipment, coordinating and scheduling repairs, and recommending alternate hardware and software options. 
• Schedules and organizes testing procedures and processes for new and modified applications and software systems. 
• Develops and monitors schedules and procedures for hardware maintenance. 
• Monitors printer toner supplies and places orders
• Trains employees on the proper use of computers, scanners, fax machines, phone systems and printers. 
• Manages additional information including active directory and exchange, project management application and employee contact information. 
• Works directly with vendors on contract negotiation and provides services. 
• Assists with website maintenance, and manages the Information Technology budget. 
• Develops and updates IT policies, processes and procedures. 

Skills on Resume: 

• Network Maintenance (Hard Skills)
• User Assistance (Soft Skills)
• Hardware Installation (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Application Testing (Hard Skills)
• Maintenance Scheduling (Hard Skills)
• Employee Training (Soft Skills)
• Vendor Management (Soft Skills)