Network Specialist

eq Info

Account name

State Farm General Insurance Company

End Client (if different from Account)

State Farm General Insurance Company

Hiring Manager

Daniel Kirk Johnson

Total Positions

3

Duration

12

Duration Unit

Month(s)

Product

Contract

Req Description

Description

Agency Network Operations Team in Enterprise technology is in need of 3 Front Line (basic level) Infrastructure Analysts, Technical Incident Management Support to work as part of a team performing incident analysis and recovery and helping with help desk functions of contact with business partners. This is a good entry to junior-level opportunity for a network engineer starting their career after CCNA study, someone who has worked in a fast paced, busy Help Desk.

The Analyst performs resolution of service impacting events within a Business Partner’s data network LAN environment (agency/sales offices) and ensures the Business Partner’s issues are resolved in a timely and successful manner with a heavy emphasis on building trust and providing high quality customer service. Our team, Network Operations, provides 18 hour coverage M-F and 6am to 215pm on Saturday. We support customers who are located across the US. This for 1st shift position in Phoenix, initially working Monday to Friday 7am to 315pm during training and remaining as such, based on current business needs. I am seeking an experienced technician, high Basic, or a solid analyst who meets these qualifications and has substantial experience. Our client is currently rolling out SIP, SDWAN, and refreshing router/switch hardware.

Skills and Experience: 3-5 year high level knowledge of network hardware and technologies (WAN & LAN, PBX, MLPPP, MPLS, Ethernet, VOIP, SIP) and of networking protocols and 3-5 year experience resolving physical network or physical SIP call quality issues as network hardware support or technical incident management break/fix support, in a large enterprise which leveraged automation, effective suppression, and event monitoring techniques -3-5+ year experience supporting software defined networking -Possesses high expertise in Cisco router/switch and circuits (T-1, Metro-Ethernet & Broadband, internet) -Capable of performing packet captures/sniffer to include its subsequent analysis -Proficiency in cloud fundamentals -Plus: Capable in infrastructure related coding such as YAML/Ansible -Must have mastery of the ISO model; and competence in discussing Layer 3 when local carrier issues are in play -CCNA Certification at minimum

This individual will perform review of incidents that are generated by proactive event monitoring of dedicated network circuits. They will follow knowledge items to seek appropriate resolution and action to take, as well as provide documentation needed in each incident of actions taken. They will also recommend new knowledge items or updates to existing. They will interact with AT&T via phone to place tickets for circuit repair and inquire about circuit status. They will escalate SDWAN related network issues to more experienced Front Line Team (Extended Team) peers within their tier 1 WG. They will make phone calls to Agent offices to share status. They will help distribute email messages received from internal customers.

Work hours are 6am to 215pm, 5 days per week. Note: Permanent work schedule will include a Saturday or a Sunday.

Excellent customer service skills are required, along with skill to work quickly and to multi-task. Strong written and verbal communication skills, along with teamwork skill, are also a must. This assignment requires critical thinking skills and ability to quickly collaborate with multiple groups and individuals within Network Operations and the Support Services product suite. Solid analysis skills are important to success, as well as the ability to explain to peers what is causing an issue and to relay to them what is the impact the internal customer is experiencing.

Skills/Competencies:
Incident management experience
Customer service experience; outstanding communication skills
Previous job experiences support their ability to learn quickly and apply new knowledge
Resiliency under pressure or stress
High level understanding of general, current day technologies and processes such as:
Service Management
Service Level Objectives/Response Level Objectives
IT endpoints and hardware peripherals
CCNA router/switch
LAN and WAN
Software Defined Networking
SIP/VOIP

Some sort of technical background is a must, either installing or replacing hardware, in coding, or help desk support of middleware, security, hardware, server, data center, or networking
Much of the issues of break/fix work involve performance slow response hardware failure, carrier outage, or power outages; candidate must be able to pinpoint to the source of a problem
Must be able to read and follow Knowledge Items and to use recommendations or advice from peers

Industry tools used:
·HP Service Manager, Splunk

Individual will be located in Bldg 2, Marina Heights in the future, later during 2021 or starting in 2022. Initially, they will WFH.

Desired:
Past experience with wire management, telephone carrier or ISP customer service, networking support, facility support, or data center support is a plus
Past experience supporting Agent office environment is a plus
Past experience in any area of AERO install or support is a plus
Knowledge of hardware and/or software are a plus (Windows software, HP hardware, network accessible storage, or UPS (power device)

Enterprise Req Skills

LAN, WAN, T1, Unified Communications, VoIP, Cisco, CUCM, Cisco Unity, CCM.

Job Title

Infra Support Analyst - Network

Top Skills Details

\* 4+ years experience supporting LAN / WAN networks, including working with LEC\'s to troubleshoot T1\'s or similar circuits.
\* 4+ years experience troubleshooting IP networks, including troubleshooting Cisco routers and swtiches.
\* Experience supporting a VoIP / Converged networks.
\* Strong phone support / customer service experience.

Worksite Address

500 East Rio Salado Parkway,Tempe,Arizona,United States,85281

Additional Information

Drug Test Required

false

Exclusive

true

Go To Work

true

100% Remote Work

Yes

Can Use Approved Sub-Vendor

true

Experience Level

Entry Level

External Communities Job Description

Looking for a Voice and Data Network Support help desk analyst.

EVP

This is a really great opportunity for someone with strong Cisco networking skills and good VOIP experience to work on one of the largest network support team in the United States. Our client is on the cutting edge from a technology perspective with Cisco equipment including routing/switching and VOIP. They will have the opportunity to help manage and implement a nationwide roll out of Cisco UCCE VOIP including CVP, UCM, and ICM. Positions can be long term, able to be promoted within the position and possibility to convert to full-time internal after 18 months.

Work Environment:

100% remote. This is a very large team (30-40) and work volume can be very fast paced at times. Very Service Management and ticket driven. Very structured in analysis and problem resolution

Impact to the Internal/External Customer

This network supports the entire State Farm enterprise. Anyone that uses the corporate LAN/WAN network could be affected by any major outages that occur as well as any implementations that are not completed successfully. Agents and customers also utilizing internal and external web sites could be affected should connectivity break down.

Our client is currently undergoing one of the largest converged network projects in the United States. This team is responsible for supporting the current Cisco Data network and will be responsible for supporting the converged Data Network with the new VOIP technologies. They support the environment from a second level perspective and are also responsible implementation work handed to them by the third level design team.