GENERAL DUTIES & RESPONSIBILITIES Performs device configurations, internal operating system upgrades and software upgrades and deploys network devices including routers, switches, load balancers and firewalls.
Follows documented network services processes and procedures – identifies gaps in processes or documentation and suggests improvements.
Monitors, responds and provides resolution for all network problem and incident tickets.
Utilizing case management system (CMS), documents status updates and problem resolutions.
Performs customer service duties and responds to customer requests as defined by management.
Responds to customer requests as defined by management completing assignments in a timely manner with an acceptable level of quality.
Troubleshoots network problems and recommends corrective procedures; assists with troubleshooting circuit equipment and all other network issues.
Prepares activity reports as requested by management.
Identifies opportunities to improve workflow and creates supporting documentation for review by peers and management.
Maintains network services documentation related to work area.
Completes network change requests in accordance with service level agreements.
Maintains network lab and equipment inventory.
Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelor’s degree in technical discipline or related field or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
Communicates ideas both verbally and in written form in a clear, concise and professional manner
Knowledge of network technologies, i.e., routers, switches, load balancers, firewalls, network and routing protocols, DNS
Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
Requires knowledge of basic office tools
Ability to understand and apply technical concepts
Team skills, including the ability to establish and maintain effective working relationships
Flexibility, versatility, dependability
FIS JOB LEVEL DESCRIPTION
Developing professional role. Moderate skills with high level of proficiency – answers and responds to more complex network related questions and inquiries via telephone and electronic messaging systems utilizing established procedures. Works under general supervision with increased latitude for independent judgment. Identifies non-routine issues and routes/escalates to appropriate team member. Is proactive in identifying potential network services problem areas and recommending solutions. May consult with senior peers on certain projects. Works on multiple concurrent projects of medium complexity. Provides project status reports to management or senior peers. Is an active team member, contributes to complex projects to gain experience, shares ideas and suggests process improvements appropriate for level of experience. Expanded knowledge of financial services industry, FIS products and services, and networking terms, concepts, practices, and policies including FIS’s network infrastructure and architecture. Has a basic understanding of regulator and audit requirement with respect to network services controls. Typically requires three to five years of experience in a technical discipline or related field.
