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Tier 2 Operations Support Specialist (FOSS)

This is a contract role.

Responsibilities:

Monitor and support the operations of mission-critical application solutions
Perform initial troubleshooting and diagnostics for issues related to:
- Power
- Layer 1
- Ethernet/Layer 2
- IPv4
- Linux-based appliances
- Windows
- Web-based, Windows, MacOS, and mobile applications
Respond to and resolve incidents in a timely manner, ensuring minimal disruption to operations
Document and communicate issues and resolutions effectively through ticketing systems
Collaborate with end users, and Tier 1, Tier 2 and Tier 3 support teams for escalated issues
Follow change management procedures to ensure system integrity and reliability
Maintain a high level of customer satisfaction through effective communication and problem-solving
10% travel on-site for troubleshooting at facilities throughout Gwinnett County

Qualifications:

Basic understanding of networking concepts (Layer 1, Layer 2, and Layer 3)
Proficiency in Linux and Windows operating systems
Familiarity with web-based, Windows, MacOS, and mobile applications
Knowledge of network firewalls and TLS
Experience with troubleshooting tools such as ping, traceroute, arp, and curl
Strong critical thinking and troubleshooting skills
Excellent oral and written communication skills
Experience with ticketing and change management systems
Ability to respond to incidents promptly and effectively
High attention to detail and ability to work in a fast-paced environment
Able to pass a background check
Able to provide own transportation to and from facilities throughout Gwinnett County
Safe driving record
Demeanor suitable for work in a school setting

Preferred Qualifications:

Benefits: