Deskside Support

Job Title:

L3

Technical Support Location:

Huntsville, AL Duration:

Long Term About CTC:

Founded in 1996, CTC is a global IT services, Consulting and Business Solutions partner dedicated to helping organizations innovate, optimize, and grow. With over 2,000 professionals worldwide, we support more than 100 clients in transforming complex challenges into lasting competitive advantages.

Job Description:

Infrastructure Operations

• Perform Pre‑Shift Checks across GALC, ICS, server, storage, and network infrastructure for 1st, 2nd, and weekend shifts.
• Provide Smart Hands support for server and network infrastructure (new installs, refreshes, break/fix).
• Support preventative maintenance for power and HVAC systems.
• Conduct weekly checks of plant floor network, data center, and telecom infrastructure.
• Perform monthly wireless network audits to identify interference and perform remediation.
• Monitor ANDON systems, GALC alerts, and network monitoring tools (PRTG, DNAC, etc.).
• Monitor Teams PMI chat for posted issues that may impact production. Network, Power, and Cabling Support
• Coordinate and manage installation and break/fix of network drops and power connections.
• Support CTASKs related to approved Change Requests.
• Perform Telecom Room inspections, reviewing power, temperature, and required daily checklists.
• Perform network and telecom maintenance, troubleshooting, switch installation, and port activations.
• Perform hardware comfort checks prior to asset moves, adds, or changes.
• Execute hot swap operations on mission‑critical equipment. Administration & User Support
• Provide escalation support to L2 Production Support and assist with 1TS incidents.
• Support user administration and file/folder access requests.
• Perform inventory audits of IT equipment.
• Support configuration of R1 and Priority Service Restoration Bridges and assist with countermeasure implementation.
• Provide support for 4i services as required. Vendor & Site Coordination
• Escort external vendors throughout data centers, computer rooms, and production areas for installations and maintenance.
• Coordinate repairs and maintenance activities with external vendors and internal maintenance teams.
• Provide onsite presence for INCs or CTASKs requiring hands‑on troubleshooting or monitoring. Documentation & Compliance
• Create, organize, standardize, and maintain documentation for L3 processes and activities.
• Obtain review and approval from Client Senior Analysts for standardized work.
• Create and submit 1TS RFCs for L3-managed site activities. Project Support
• Support local and regional projects involving infrastructure and/or application deployments, refreshes, server rack configurations, and upgrades.
• Support system activities during planned non‑production times, including plant shutdowns. On‑Call Responsibilities Incident Response & Monitoring
• Serve as first point of contact (POC) for production and L2 escalations.
• Monitor PMI chat, email, text, and infrastructure alerts (PRTG, SCOM Site Scan, Nagios, SYSMON, DNAC).
• Monitor 1TS for P1-P3 incidents and take appropriate action.
• Follow P1/P2 escalation procedures.
• Provide On‑Call support for L2 production, weekend activities, and

ITS P1-P3

incidents. Operational Support

• Provide onsite support for CTASKs or incidents requiring hands‑on troubleshooting or vendor engagement.
• Support planned non‑production activities such as plant shutdowns