Command Center Level 2 Engineer

Command Center Level 2 Engineer

Requirements

• At least 21 years of age.
• Proof of authorization to work in the United States.
• 3-5+ years of experience working in a Command Center or similar IT operations support role.
• Hands-on experience with network and system monitoring tools.
• Strong understanding of network protocols, server infrastructure, and system administration.
• Excellent troubleshooting and problem-solving skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Good communication and interpersonal skills.
• Familiarity with operating systems (Windows, Linux, etc.) and network equipment (routers, switches, firewalls).
• Must be available to work varied shifts including nights, weekends, and holidays, to ensure 24/7 coverage.
• Provide off-hours support on an infrequent, but as needed basis during critical incidents. (Potential shifts may run 24/7 due to the need of the business.)
• Team Members are required to be on site within the IT Command Center.

Responsibilities

• Continuously monitor network, server, and system performance using monitoring tools.
• Identify, analyze, and resolve network and system issues in a timely manner.
• Respond promptly to alerts and incidents, performing initial diagnosis and troubleshooting.
• Escalate unresolved issues to higher-level support teams as necessary.
• Document incidents, their resolution, and any follow-up actions taken.
• Perform routine maintenance tasks on network, server, and system infrastructure.
• Perform hands-on troubleshooting to resolve intricate network problems, collaborating with Level 1 engineers and other team members when necessary.
• Apply patches and updates to software and hardware as required.
• Ensure that backup systems are operational and backups are completed successfully.
• Communicate effectively with team members, supervisors, and other departments regarding incidents and status updates.
• Ensure proper handover of tasks and incidents between shifts.
• Provide clear and concise documentation of all actions taken during incidents.
• Assist in the deployment and configuration of new hardware and software.
• Provide technical support to end-users and other IT staff as needed.
• Participate in the development and updating of operational procedures and documentation.
• Generate and review regular reports on system performance, incidents, and resolution times.
• Provide feedback and recommendations to improve monitoring and response processes.
• Work closely with Level 1 engineers, Senior Engineers, and other departments to ensure seamless network operations and support cross-functional initiatives.
• Provide guidance and mentorship to Level 1 engineers, fostering their professional growth and development.
• Perform job duties in a safe manner.
• Attend work as scheduled on a consistent and regular basis.
• Perform other related duties as assigned.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Must be able to obtain and maintain any certification or license, as required by law or policy.
• Relevant certifications (e.g., CCNA, CompTIA Network+, Microsoft Certified: Azure Fundamentals) are a plus.
• Knowledge of ITRS / Geneos is a plus.