Tier 3 Support Analyst

3 weeks ago

Tulsa, United States SageNet Full time
Company Overview

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities, and energy organizations. SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Philadelphia, Toronto and Washington, D.C.

Job Purpose

The Tier 3 Support Analyst is responsible for providing the highest level of network support to internal and external Customers. Internally, the incumbent will provide guidance, support, and mentorship to other members of the Client Support Services department. They will also serve as the last step in the escalation process, taking on the most challenging and technically difficult cases and working them to resolution.

Duties and Responsibilities

  • For external Customers, the Tier 3 serves as an expert resource to help resolve issues with any aspect of the services the Customer has purchased from SageNet which may include: VSAT, Terrestrial and/or Cellular networks; Wi-Fi access points; Managed Network Appliances; (Cisco, Meraki, Fortinet, Palo Alto, Aruba, etc.).
  • As the final escalation point and the internal expert, Tier 3 will be required to juggle multiple issues and smoothly move from one complex problem to the next.
  • The incumbent will utilize internal and external resources as needed to solve problems effectively and efficiently.
  • While in most cases, issues will be internally escalated, Tier 3 will be the primary contact for our Premium Customer Service line.
  • These Customers require direct access to our most technically adept team and have extremely short timeframes to get issues resolved, so the Tier 3 must be well versed in these networks and focused on quickly finding a resolution to the problem.
  • Develop, update, and audit for accuracy Knowledgebase articles for both internal and external audiences.
  • Responsible for creating and maintaining accurate and up-to-date Knowledgebase materials
Qualifications
  • Required
    • Previous experience in a network operations center supporting at a Tier 2 level
    • Proven ability to resolve challenging and unique issues
    • Experience creating and updating documentation on support processes within multiple systems
    • Technical experience in one or more of the following areas:
      • Satellite networks
      • Terrestrial and/or Cellular Networking
      • Wi-Fi access point
      • UCaaS
      • Firewall Configuration/Support
    • Proficient in Microsoft Office 365 Suite
    • Net+ or equivalent experience
    • Strong knowledge and experience Networking and IP subnetting
    • Ability to effectively communicate both orally and written; Including internally and externally to technical and non-technical audiences
    • Impeccable attention to detail
    • Capacity to see beyond the symptoms to uncover true root cause and develop appropriate resolution to prevent issue reoccurrence
    • Ability to provide guidance and support to others within the department on technical issues
    • Desire to solve complex and technically challenging issues
    • Capacity to think logically and analyze situations to fully understand the issue at hand
  • Preferred
    • CCNA
    • Fortinet NSE 1-4
    • Familiarization with ITIL Foundations methodology
Working Conditions
  • Productively work in a hybrid work environment which consists of 2 mandatory “all-in” days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.
  • Flexibility to work any shift including Holidays, weekends, and nights, both on a semi-permanent or rotating basis as required.
  • This position could require to be in an on-call rotation
  • Overtime could be required if deemed necessary by management
Physical Requirements
  • Be able to sit for extended periods of time without any problems
  • Consistent use of hands and fingers for typing
  • Consistent use of eyes to analyze monitoring applications, spreadsheets, ticketing systems and web on computer screen


Classification*: Hourly/Non-Exempt
Position Type: Full Time Associate
Travel Requirements: None
Direct Reports: None

Attention All Third-Party Agencies, Headhunters, and Recruiters

SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact Katie.Halstead@SageNet.com for any questions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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