Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals.Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.
JOB FAMILY DESCRIPTION
Performs first-level and/or second-level problem determination and restart/recovery of on-line system resources. Maintains configuration and operational documentation reflecting the most current state of the network.
GENERAL DUTIES & RESPONSIBILITIES
Responsible for the continuous monitoring and control of the status and performance of on-line network systems.
Works with technicians involved with proper maintenance and operation of telecommunications systems and equipment.
Identifies network problems, isolates root causes, and initiates corrective action. Escalates unresolved problems based on severity criteria and tracks problem trends. Maintains status and incident logs of all network component failures.
Responsible for tracking change-control activities by verifying that modifications to the network have not impacted user availability or performance.
Determines priority of action and additional resources required, based on severity of service interruption.
Provides technical analysis to all clients to isolate issues and develop strategies to restore or activate services.
Interacts with field engineers, core engineers, and transmission and RF staff regarding ongoing network activities.
Interfaces with Technical Support, Customer Service and Product Support teams to resolve problems in a timely manner. May communicate with clients to provide quick and accurate problem determination/update.
Ascertains compliance with security, safety, and environmental guidelines.
Generates reports on network performance, trouble-shooting results, and routine maintenance of network elements.
Updates departmental documentation and databases.
Participates in disaster recovery testing and actual recoveries for local and remote locations.
Performs other related duties as assigned.
EDUCATIONAL GUIDELINES
A Bachelor's degree in Computer Science, Information Systems or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
Knowledge of computer networking and WAN (Cisco Routers, Frame Relay) and Local Area Network (LAN) environments
Proficient in Cisco Router and Switching trouble shooting and configuration
Proficient in Load Balancing, preferably F5
Capable of reading and understanding a packet capture
Understanding of Fire Wall technologies including Cisco ASA, Checkpoint and Palo Alto
Understanding of Cloud technology
Experience with monitoring tools, ie Spectrum
Basic knowledge and understanding of internet proxies: Blue Coat, Websense, etc
Knowledge of various WAN protocols such as Bisync, SNA, Frame, Cisco, etc., and other router protocols
Knowledge of various PC and host applications
Strong understanding of front end processor equipment and various patch and cabling equipment
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
High degree of human and customer relations skills
Ability to utilize appropriate diagnostic tools to aid in trouble shooting procedures
Ability to set priorities and multitask complex issues
Ability to work with vendor personnel to resolve problems and issues on behalf of the client or the company
Ability to provide timely responses and accurate problem analysis information to users at all levels
Other:
May be required to provide on-call support
Network Control Technician II
Intermediate professional role requiring moderate skills with high level of proficiency. Develops and implements solutions that require analysis and research. Works on small to large, complex projects that require increased skill in multiple network/WAN/LAN environments, technologies, protocols, etc. Facilitates hardware repair of local data communications hardware, utilizing in-house spare equipment or coordinating with vendor service providers. Coordinates services from various telecommunication companies to ensure proper escalation when necessary.
Coordinates service providers for equipment repairs at off-site locations, ensuring proper escalation as needed. Participates in rotating duties within the department. Possesses knowledge in a specific business area. Works on one or more projects as a team member or occasionally as a project lead. May coach more junior technical staff. Works under general supervision with latitude for independent judgment. May consult with senior peers on certain projects. Typically requires five (5) or more years of experience with various networks/WAN/LAN.
Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees' diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight's commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.