GCC Service Desk Analyst Tier 2Roles & Responsibilities

The GCC Network Analyst performs the following roles and responsibilities:

Restoration SpecialistInvestigate and diagnose incidents and outages (within a defined span of control (e.g. Managed WAN / SD-WAN) not able to be diagnosed by tier 1Resolve and recover from incidents and outages (within a defined span of control (e.g. Managed WAN / SD-WAN) not able to be resolved by tier 1Problem ManagerProvide a single point of coordination for problem management activities (within a defined span of control (e.g. Managed WAN / SD-WAN). Liaison with all problem resolution groups to ensure swift resolution of problems within SLA targetsOwnership of and protection of the Known Error Data BaseGatekeeper for the inclusion of all Known Errors and management of search algorithmsFormal closure of all Problem RecordsLiaison with suppliers, contractors, etc. to ensure that third parties fulfil their contractual obligations, especially with regard to resolving problems and providing problem-related information and dataArranging, running, documenting and all follow-up activities relating to Major Problem Reviews

Minimum Qualifications

3-4 years experience minimum High School Diploma or GEDPrevious experience and knowledge of LAN, WAN, SD-WAN and Network Transport technologies including VPN, and DMVPN.Experience with executing MACD processesKnowledge and experience with virtual machines and operating systems.Basic knowledge of network security components including Firewalls.Experience performing proactive problem management activities.Highly adept at troubleshooting network issues.Excellent oral and written communication skills.Organized, self-starter that has superior customer service skills and pays close attention to detail.

Additional Qualifications Desired

Associates Degree or HigherPrevious Experience working in a Network Operation Center or Customer Support CenterITIL Foundation

Fortinet NSE4 or higher, Cisco CCNA, CCNP or similar certification