Department - CIS - Under Cost center - Network Help Desk Services
Summary: As a Network Analyst in our Tier 2 IT Helpdesk Team, you will play a crucial role in ensuring the smooth functioning of our client network infrastructure. You will be responsible for diagnosing, troubleshooting, and resolving a wide range of wireless and wired network connectivity issues, network printing problems, and audiovisual (AV) device issues reported by end-users. This role is pivotal in providing high-quality support to our clients.
Our ideal candidate is highly autonomous, possesses effective written and verbal communication skills, a strong sense of ownership, adapts quickly to new technologies, and has high career growth potential. The desire and ability to work in a fast-paced, collaborative environment is essential.
Essential Functions
- Diagnose and resolve wireless and wired network connectivity issues promptly and efficiently.
- Troubleshoot and address network printing and AV device problems reported by end-users.
- Utilize knowledge base (KB) articles and documentation to effectively resolve issues.
- Escalate unresolved issues to the Network Operations Center (NOC) Resources and other technical teams as per established procedures.
- Collaborate with Tier 1 support and other teams to ensure timely issue resolution.
- Provide clear and concise technical documentation for issue resolution steps.
- Maintain up-to-date knowledge of networking concepts and devices.
- Participate in network infrastructure improvement projects as needed.
- Leverage monitoring systems to effectively identify outages or network degradation.
- Develop and maintain consistency within the networking infrastructure standards and documentation.
- Troubleshoot and remedy network related issues.
- Ability to participate in a regular on-call rotation.
- Analyze complex business problems and issues as it relates to enterprise network infrastructure.
- Provide technical guidance to IT professionals and members to correct issues encountered with network software & connectivity.
- Manage the needs of multiple customers, prioritize needs and manage the daily workload.
- Assist with internal projects as necessary, and work with project managers to set the scope and timelines of new projects to meet completion deadlines.
- Interface with all levels of employees internally and within client businesses to support engagement requirements (business owners, project managers, customer employees, and executive management.
- Write technical procedural documentation for co-workers and for delegated tasks.
Required Education, Knowledge, And Experience
- Bachelor's degree in Information Technology or a related field is preferred.
- Minimum of 2 years of experience in handling wireless and wired networking issues from end-users.
- Strong knowledge of networking concepts, protocols, and devices.
- Proficiency in configuring and troubleshooting routers, switches, and access points.
- Excellent written and verbal communication skills in English.
- Strong analytical and problem-solving skills.
- Ability to work effectively both independently and as part of a team.
- A practical understanding of network protocols, including IP and related transports, BGP, EIGRP and OSPF.
- A practical understanding of network hardware internals, including forwarding, filtering, and policing mechanisms.
- A practical understanding of application protocols, including DNS, IPSEC, HTTPS, and TLS.
- Familiarity with network hardware and software, preferably including Brocade, Cisco (IOS, NX-OS) with CCNA, JNCIA certification preferred.
- Understanding of wireless protocols.
Abilities And Skills
- Ability to adapt to a changing technical environment.
- Ability to communicate clearly with all team members and end-users.
- Ability to work with a sense of urgency.
- Self-directed and sufficient.
- Ability to analyze complex business systems and proprietary application configurations, document the configurations and processes, and support them as needed.
- Ability to prioritize and manage competing demands and tasks, and successfully manage multiple engagements that may require additional resources.
Conditions Of Employment
- Must successfully pass pre-employment (post offer) background check and drug screen.
