Description of position

                              This position is responsible to ensure minimal Enterprise wide network downtime to our business by proactively troubleshooting network issues and partnering with our service providers to drive towards service restoration. The Network Analyst is responsible for coordinating all the details of a network outage up to and including the occasional emergency replacement of inoperable equipment to reduce impact to our business. This position includes utilizing network support tools and network support best practices to drive towards incident resolution. The Network Analyst is expected to have and exhibit excellent member service and communication skills when handling hotline calls, interfacing with the business and other stakeholders in our IS Division. Incident documentation skills are paramount to ensure all troubleshooting steps of incident are captured and can be easily consumable to communicate up to superiors when needed. This position can be expected to work day, off-shift, overnight, weekends and on-Call.

Tasks and responsibilities

• Must be flexible to work assigned shifts. Network Support is a 24 x 7 support team
• Proactively work Network Support incident queue including opening, prioritizing, troubleshooting, following-up, notifying, escalating, communicating, documenting and pulling in additional resources as needed for incident resolution. This includes dispatching Local Exchange Carriers (LECs), escalating and working with vendor(s) per established Network Support escalation guides
• Actively pickup and engage in Network Support hotline calls to support end users and minimize business disruption
• Actively and promptly respond to Network Support email inquiries and requests
• Actively engage and fill out Network Support proactive daily task list
• Actively engage and fill out assigned tasks in Smartsheet
• Actively engage and participate in weekly team meetings
• Open, monitor and see through to completion Cisco TAC cases on faulty Cisco equipment
• Configure and deploy Cisco equipment
• Actively engage and process Network CARTS fulfillment requests

Required skills and abilities

• Minimum 1-year experience in support related field or one year company experience with network training
• Basic understanding of Ethernet, Fiber, Frame Relay, AVPN, ISDN, Dedicated IP and Routing protocols
• Basic knowledge of network hardware and software including routers, switches and wireless controllers
• Basic understanding of subnetting, vlans, and network topology
• Excellent written/verbal communications skills, telephone etiquette and customer service skills
• Advanced skills in troubleshooting and analysis with incidents and problems
• Experience or understanding of ITIL/CARTS incident, problem, change, knowledge and request processes
• Demonstrated strong work ethic and positive, mature, professional attitude
• Must be self-motivated and able to work independently, with little supervision
• Process oriented, understands the benefits of processes and the need for compliance