The Network Operations Analyst II will be responsible for responding to and performing intermediate to advanced troubleshooting of all customer issues reported to the Global Command Center. When the customer issue is received, the Analyst II will perform intermediate to advanced troubleshooting and resolve the issue, escalating to higher tier support if needed. The analyst will be expected to use independent troubleshooting skills to resolve issues as quickly as possible

Essential Functions

 

 

Be able to effectively respond to customer issues reported via email, phone call, or network monitoring systems and ensure that customer issues are responded to in a timely manner
Escalate Issues as required to Tier3 and supervisory staff
Ensure that customers are informed of network and phone system impacting outages

 

Use independent troubleshooting skills to resolve issues as quickly as possible and/or escalate to higher tier support Route tickets to appropriate internal groups for final resolution if necessaryEnsure that all processes and procedures are followedWork effectively with field service technicians remotely, providing over the phone direction to resolve issues when needed

 

Must be able to communicate technical issues to customersTraining/Mentoring of lower level AnalystReviewing/Updating all process documentation when requested

 

Be able to effectively communicate with peers and all levels of management within the organization both written  and verballyExcellent customer service skillsExcellent note taking skillsAbility to effectively Triage and Troubleshoot a variety of Network and Voice issuesAbility to troubleshoot WAN/LAN/WLAN environments Required Qualifications

1 - 3 years of Network Operations experience

1 - 3 years of troubleshooting on Cisco vManage systems

1 - 3 years of experience using Cisco vManage systems

1 - 3 years of experience using FireMon

1 - 3 years of Cisco ASA Firewall troubleshooting

1 - 3 years of Cisco ASA Firewall policy management

1 - 3 years of troubleshooting WAN/LAN/WLAN infrastructure issues including: T1, T1 Multilink, Ethernet Hand-off, DIA, Broadband, MPLS, BGP, OSPF, EIGRP, VPN, Wireless, etc.

Ability to pass FISMA level background checks

Customer focused

Ability to multi-task 

Work with minimal supervision

 Additional Qualifications Desired

CCNA certification or higherKnowledge of ITIL Incident, Problem, and Change Management processesWork Environment/Physical DemandsSitting at deskClimbing: ascending or descending stairs and the like, using feet and legs and/or hands and arms.Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objectsThe worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data based upon color and distinguishing incident priorities based upon color differences 

NOTE:  The above is intended as a general non-exhaustive description of an Acuative position as of the date written.  It does not prescribe or restrict the duties and responsibilities that may be assigned or reassigned to this position at any time.