Network Analyst

3 days ago

noida, India Innovation Technology By Design Full time

Position Summary

The Network Analyst works directly with customers to provide day-to-day network administration and troubleshooting support. This position supports WAN and LAN technologies including Velocloud SD-WAN, Firewall, Switching, Routing, and Wireless environments by applying an in-depth level of networking skills to solve common and complex technical issues.


Education and Qualifications

• Experience in telecommunications, customer support, or technical services.

• 1+ year telecom network experience required.

• Familiar with voice and data service types.

• Strong analytical, problem-solving, project management and organizational skills.

• High integrity and strong business ethics.

• Strong customer service experience, excellent verbal and written communication skills.

• Able to work both independently with little supervision and in a collaborative team environment to complete job assignments.

• Network and IT certifications are preferred including CCNA/CCNP, Microsoft, and VMWare


Requirement:

• Provide professional IT support to customers with a focus on customer service aimed at high renewal rates.

• Manage internal and external client expectations.

• Perform customer follow-up to verify final resolution and determine satisfaction level.

• Drive problem investigations and resolution as required.

• Function as frontline technical resource for “best practice” solutions and update stakeholders on service operations.

• Provide assistance to junior Network Technicians, Network Professionals and Systems Administrators as required to resolve trouble tickets. Set your team up for success.

• Assist with Network Operations Center requests and trouble tickets on a scheduled rotation basis.

• Provide support for customer networks across multiple technologies and vendors including Velocloud SD-WAN, Meraki, Cisco, Juniper, Fortinet, and more.

• Monitor and Reporting duties using industry standard monitoring platform tools.

• Ensure incidents and problems are appropriately resolved or escalated.

• Implement and support current and future Managed Services contract obligations within stated SLA’s.

• Resolve all tickets in a timely and professional manner while meeting expectations specified in customer Service Level Agreements (SLA).

• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.

• Train customers on standard features and use of installed services.

• Ensure tickets meet expectations of customer Service Level Agreements (SLA).

• Accurately and completely update troubleshooting steps.

• Provide scheduled status updates on assigned tickets to appropriate stakeholders.

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