• Monitor network infrastructure in real time to ensure availability, performance, and operational stability. • Identify, investigate, and troubleshoot network issues, outages, alerts, and performance degradations. • Use network management and monitoring tools to detect problems, assess impact, and support timely resolution. • Escalate incidents to appropriate engineering, infrastructure, security, or vendor support teams when required. • Perform routine network maintenance tasks in accordance with established procedures. • Support the implementation of approved network changes, ensuring changes are completed accurately and documented properly. • Document incidents, changes, troubleshooting steps, resolutions, and follow-up actions clearly and accurately. • Maintain comprehensive operational records to support reporting, trend analysis, and issue tracking. • Communicate effectively with technical and non-technical stakeholders regarding network events, status, and resolution progress. • Collaborate with IT staff and other operational teams to improve network performance, availability, and resilience. • Support the development and implementation of strategies for network improvement and risk mitigation. • Follow established operational procedures, escalation paths, and change management practices.

• Monitor servers, networks, and cloud environments for performance issues, outages, and alerts. • Perform intermediate troubleshooting, including log analysis, CLI commands, service restarts, firewall rule checks, and connectivity validation. • Execute recurring maintenance and health check procedures as defined in operational runbooks. • Maintain and update documentation for tools, systems, and incident response processes. • Assist with coordination during incidents, communicating clearly with stakeholders, and providing status updates. • Identify patterns in recurring issues and propose operational or alerting improvements. • Take ownership of recurring Tier 1 issues and provide feedback to engineering leadership on patterns and potential automation opportunities. • Contribute to the refinement of monitoring alerts, dashboards, and SOPs in collaboration with Tier 2 Engineers. • Act as an escalation point for Engineer I staff, validating their findings and ensuring SOP compliance before Tier 2 escalation.

• Schedule: This role follows a rotating overnight shift schedule consisting of 12-hour shifts. • Team members will work alternating weeks of 3 and 4 days. • Week 1: Sunday–Tuesday, 5:45 PM – 6:15 AM MST • Week 2: Saturday–Tuesday, 5:45 PM – 6:15 AM MST • The schedule rotates on a bi-weekly basis. • Remote, work from home, United States

Role Description Network Technical Center (NTC) provides Level 2 (L2) operational support for the organization’s global network and U.S.-based telephony infrastructure. The team is responsible for 24x7 monitoring, incident response, troubleshooting, and operational health of network and telephony components, with a strong focus on proactive detection, SLA adherence, and service stability. NTC analysts monitor and support routers, switches, firewalls, WAN circuits, wireless infrastructure, and telephony platforms, working closely with Network Services, vendors, and other ET support teams to resolve incidents and restore service quickly. Qualifications - Networking protocols - Network operations center - Network monitoring - Network operations - Troubleshooting - Monitoring tools Requirements - Provide 2nd level network and telephony support which includes delivery of services (ServiceNow\ITSM) and working with our internal support teams to meet the enterprise business needs of customers. - You must be a self-starter. - This will include but is not limited to troubleshooting incidents, monitoring the network (cool alerts), providing escalation support for the first line Helpdesk to our Level 3 Network, Firewall, and Telephony (Avaya) Incidents. - The role will also include opening tickets with vendors\carriers and hardware vendors for circuit outages and hardware failures. - This position may also perform low risk changes. - Working knowledge of routing protocols. - Ability to interpret basic handshakes in a packet capture. - Ability to understand application flows within a network. - Experience in configuration of Cisco switches and routers. - Experience with Juniper Mist. - Experience in Palo Alto firewalls. - Basic AWS/Azure cloud network knowledge. - Experience in phone system administration. Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Company Description This is a Contract position based out of Cedar Rapids, IA. The pay range for this position is $25.00 - $29.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: This is a fully remote position. This position is anticipated to close on May 8, 2026.