IT Technical Specialist

AVEVA is creating software trusted by over 90% of leading industrial companies.

Principal responsibilities:

The individual will be involved in the following critical activities:

• Monitor ServiceNow incident tickets.
• Review Network Monitoring dashboards to monitor network health and respond to network alerts.
• Respond to service requests submitted by end users. Review and assign requests to other team members or, where appropriate, implement the requested service.
• Perform software upgrades on network devices.
• Troubleshoot and resolve network and application problems.
• Contact and work with Internet Service Providers on network circuit issues.
• Escalate problems to Tier-3 network engineers.
• Implement scheduled changes planned by network engineering.
• Work closely with end users, IT service desk and incident management teams to manage incidents.
• Update CMDB data and network documents.
• Provide 24x7 network support coverage as a member of AVEVAs network team. We rely on a follow-the-sun model and split coverage between two teams located in the Americas region and APAC region, including on weekends.
• Work assigned tasks with network engineering to deliver IT projects.
• Help mentor junior level Network Operations Analysts.

Skills and qualifications:

• A bachelors degree in computer science, computer engineering or a related field, or equivalent training such as Cisco CCNA/CCNP training.
• At least three years of IP network operations support or similar work experience.
• Knowledge of LAN, WAN and WiFi technologies and protocols.
• Good understanding of networking concepts, including routing and switching, and topics covered in Cisco CCNA.
• Experience troubleshooting network connectivity issues.
• Experience with MS Windows operating system, including troubleshooting.
• Familiar with Apple iOS or Android OS.
• Experience working with Service Management software such as ServiceNow or other similar platforms.
• Experience working and interacting with end users to troubleshoot network connectivity issues.
• Good knowledge of Microsoft Office software, especially Word, Excel and Visio.
• Strong work ethics and a desire to learn.

Desirable Knowledge and Skills A PLUS

• Bachelors degree in computer science, computer engineering or related field highly desirable
• Cisco CCNA or CCNP level hands-on knowledge
• Scripting and programming skills such as Python and PowerShell
• Security knowledge, especially with firewalls
• Familiarity with Linux and MacOS
• Public Cloud networking