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.
Key Responsibilities/ Duties:
- 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 Meriplex 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.
Knowledge, Skills, Abilities, and Behaviors:
- Excellent problem solving, troubleshooting, and debugging skills.
- Excellent written and verbal communication skills.
- Hands on experience installing, upgrading, and maintaining UCaaS/VoIP products.
- Hands on experience with Routers, Switches, Wireless and Firewall technologies.
- Advanced understanding of network routing protocols (BGP, OSPF, etc.).
- Advanced network troubleshooting skills.
- Able to work within a customer oriented, positive team environment.
- Strong interpersonal, oral, visual, and written communication skills for communications to technical and non-technical staff.
Education/ Experience:
- 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.
Certifications:
- Networking, Cisco, Microsoft, and VMWare certifications preferred but not required.
Physical Demands:
Sedentary Work – Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this jobMeriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
