Network Analyst II

2 weeks ago

Strongsville, United States Telsource Full time

The Network Operations Analyst II will be responsible for responding to and performing intermediate to advanced troubleshooting of all customer issues reported to the Global Command Center. When the customer issue is received, the Analyst II will perform intermediate to advanced troubleshooting and resolve the issue, escalating to higher tier support if needed. The analyst will be expected to use independent troubleshooting skills to resolve issues as quickly as possible

Essential Functions

  • Be able to effectively respond to customer issues reported via email, phone call, or network monitoring systems and ensure that customer issues are responded to in a timely manner
  • Escalate Issues as required to Tier3 and supervisory staff
  • Ensure that customers are informed of network and phone system impacting outages
  • Use independent troubleshooting skills to resolve issues as quickly as possible and/or escalate to higher tier support
  • Route tickets to appropriate internal groups for final resolution if necessary
  • Ensure that all processes and procedures are followed
  • Work effectively with field service technicians remotely, providing over the phone direction to resolve issues when needed
  • Must be able to communicate technical issues to customers
  • Training/Mentoring of lower level Analyst
  • Reviewing/Updating all process documentation when requested
  • Be able to effectively communicate with peers and all levels of management within the organization both written and verbally
  • Excellent customer service skills
  • Excellent note taking skills
  • Ability to effectively Triage and Troubleshoot a variety of Network and Voice issues
  • Ability to troubleshoot WAN/LAN/WLAN environments

Required Qualifications

1 - 3 years of Network Operations experience

1 - 3 years of troubleshooting on Cisco vManage systems

1 - 3 years of experience using Cisco vManage systems

1 - 3 years of experience using FireMon

1 - 3 years of Cisco ASA Firewall troubleshooting

1 - 3 years of Cisco ASA Firewall policy management

1 - 3 years of troubleshooting WAN/LAN/WLAN infrastructure issues including: T1, T1 Multilink, Ethernet Hand-off, DIA, Broadband, MPLS, BGP, OSPF, EIGRP, VPN, Wireless, etc.

Ability to pass FISMA level background checks

Customer focused

Ability to multi-task

Work with minimal supervision

Additional Qualifications Desired
  • CCNA certification or higher
  • Knowledge of ITIL Incident, Problem, and Change Management processes
  • Work Environment/Physical Demands
  • Sitting at desk
  • Climbing: ascending or descending stairs and the like, using feet and legs and/or hands and arms.
  • Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects
  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data based upon color and distinguishing incident priorities based upon color differences

NOTE: The above is intended as a general non-exhaustive description of an Acuative position as of the date written. It does not prescribe or restrict the duties and responsibilities that may be assigned or reassigned to this position at any time.

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