Position Summary
The Network Analyst works directly with customers to provide day-to-day network administration and troubleshooting support. This position supports WAN and LAN technologies including Velocloud SD-WAN, Firewall, Switching, Routing, and Wireless environments by applying an in-depth level of networking skills to solve common and complex technical issues.
Education and Qualifications
• Experience in telecommunications, customer support, or technical services.
• 1+ year telecom network experience required.
• Familiar with voice and data service types.
• Strong analytical, problem-solving, project management and organizational skills.
• High integrity and strong business ethics.
• Strong customer service experience, excellent verbal and written communication skills.
• Able to work both independently with little supervision and in a collaborative team environment to complete job assignments.
• Network and IT certifications are preferred including CCNA/CCNP, Microsoft, and VMWare
Requirement:
• Provide professional IT support to customers with a focus on customer service aimed at high renewal rates.
• Manage internal and external client expectations.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Drive problem investigations and resolution as required.
• Function as frontline technical resource for “best practice” solutions and update stakeholders on service operations.
• Provide assistance to junior Network Technicians, Network Professionals and Systems Administrators as required to resolve trouble tickets. Set your team up for success.
• Assist with Network Operations Center requests and trouble tickets on a scheduled rotation basis.
• Provide support for customer networks across multiple technologies and vendors including Velocloud SD-WAN, Meraki, Cisco, Juniper, Fortinet, and more.
• Monitor and Reporting duties using industry standard monitoring platform tools.
• Ensure incidents and problems are appropriately resolved or escalated.
• Implement and support current and future Managed Services contract obligations within stated SLA’s.
• Resolve all tickets in a timely and professional manner while meeting expectations specified in customer Service Level Agreements (SLA).
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Train customers on standard features and use of installed services.
• Ensure tickets meet expectations of customer Service Level Agreements (SLA).
• Accurately and completely update troubleshooting steps.
• Provide scheduled status updates on assigned tickets to appropriate stakeholders.