• Proactive Monitoring: actively monitor customer network infrastructure using established NMS tools to identify and resolve issues before they impact service. • Incident Management: Create, work, and resolve trouble tickets for network and server issues with a high degree of accuracy. • Troubleshooting: Diagnose and resolve Layer 1-3 network issues independently, utilizing logical troubleshooting methodologies. • Scheduled Maintenance: Execute routine maintenance, software upgrades, and patch management on customer network equipment during low-traffic maintenance windows. • Documentation & Handoff: Document and diagram networks, relevant processes, and troubleshooting steps. Ensure clear and detailed shift handoffs to incoming/outgoing teams to maintain operational continuity. • Escalation: Properly identify and escalate complex incidents to appropriate Tier 2/3 resources or vendors when necessary. • Communication: Communicate technical concepts in a clear, understandable manner to customers and internal stakeholders. • Knowledge Base: Contribute to the team knowledge base by creating solutions for common issues. • On-Call: Participate in an on-call rotation as required. • Schedule: Anticipated schedule is 5:00 PM to 2:00 AM Central Time and will include weekends.**o Note: Schedules are subject to change based on business needs. • Training: Initial training hours may vary and could require availability during standard business hours before transitioning to the 2nd shift schedule.