Network Analyst

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.

Physical, Mental Requirements and Work Environment: 

• Must be able to work in a fast-paced environment.
• Must be able to input data into computer systems.
• Must be comfortable working in nightshifts.
• Must be comfortable with rotational week-offs.

Equipment Used: 

• Computer
• Headset

Conditions of Employment:

• Must successfully pass pre-employment (post offer) background check and drug screen.