Senior Network Analyst Support

Responsibilities

• Answer incoming customer and third-party provider calls as needed
• Initiate Incident Tickets proactively and upon report/request
• Identify, triage, resolve and escalate incidents (i.e., to Tier3 Engineering)
• Monitor email for incidents and customer requests
• Monitor network elements for anomalies and reports/troubleshoots issues using network management software
• Provide in-depth technical support for customers via the dedicated helpdesk phone line
• Notify customers on incident progress or status changes.
• Assist in creating and maintaining knowledgebase articles.
• Review and analyze call traces and provide in-depth analysis of call routing behavior.
• Act as the dedicated NOC point of contact for customer contracts.
• Coordinate support calls between vendors and customers.
• Manage maintenance and troubleshooting bridges as needed.
• Collect critical data elements daily and maintain record-keeping in Incident Management system.
• Generate KPI reports in the first week of each month.
• Identify areas of improvement in documentation and processes, improving efficiency within the NOC.
• Provide in-depth training for other Tier1 members for multiple tools and services.
• Guide and grow individuals on the team. Lead by example.
• This position may work an 8-hour shift Monday through Friday during expanded daytime business hours. This shift’s days & hours may change due to the needs of the business.

Requirements

• Superior Customer Service skills.
• Attention to detail is essential.
• Clear and concise written and verbal communications for both internal and customer interactions.
• Basic knowledge of Unix/Linux and the command line interface.
• Intermediate level knowledge of Windows Office Suite.
• Ability to multitask and work well in a high pressure, fast paced environment.
• Knowledge of NextGen 911, Text-to-911, Wireless, VoIP, and/or Wireline 911 call routing systems
• Knowledge of network and reporting tools (Splunk, NetScout, Wireshark, etc)
• Must possess the ability to maintain confidentiality of highly sensitive data
• Ability to perform analysis and evaluation of facts using critical thinking
• Ability to multitask and work well in a high pressure, fast paced team environment
• At least five years of experience in a Help Desk-type support or Network Administration role.
• Experience in using ticketing systems such as BMC ITSM, Service Now.
• Must be a quick learner, grasp new concepts and complex business relationships.
• Self-starter - the ability to take on work without being directed.
• Basic understanding of Telecommunications call flows and signaling is a plus.
• Knowledge of network management tools (SolarWinds, HP Operations Manager, Network Node Manager) is a plus.

Education