Network Operations Analyst - Hybrid

Job Title: Network Operations Analyst II

Location: Scottsdale/Phoenix, AZ

Location Type: Hybrid On-site, 3 days per week (Mon, Tues, Thurs)

Overview:

Under general supervision, the Network Operations Analyst II sets up, configures, monitors, and supports network services and infrastructure.

Responsibilities:

Research, diagnose and resolve Tier II network, circuit, telephony issues.

Perform tracking and management of network events to resolution.

Implement, monitor and maintain, moderately complex systems, applications, security and network configurations.

Install, configure, support and maintain moderately complex network service devices, telecommunications and LAN/WAN hardware and software.

Troubleshoot moderately complex network access issues and implements network security policies and procedures.

Assist employees, vendors or other customers by answering questions related to network operations procedures and services.

Complete work in a timely and accurate manner while providing exceptional customer service.

Conduct training and creates documentation for Service Desk and other support teams on new network hardware or services being rolled out to the enterprise.

Work with vendors to escalate trouble tickets, determine Root Cause for outages and chronic issues.

Follow Incident Management Procedures and assists with Customer Communication for High Priority issues affecting the enterprise.

Provides reports and metrics on trending issues.

Other duties as assigned.

Qualifications:

This position requires a minimum of three years network operations experience.

Proven knowledge of three or more of the following systems is necessary: network operating systems, network topologies, network hardware, computer operating systems, routing, switching, data privacy, security and telecommunication systems.

Working knowledge of network services availability, performance, and security is required. Intermediate level desktop computer software experience is necessary, including skills in Microsoft Office.

Understanding of point of sale and payment systems is preferred.

Working knowledge of commonly available tools, including, but not limited to, ARMT, Orion, NNMI and BSM is preferred.

This position requires excellent communication, interpersonal and customer service skills.

The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential.

Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.

Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.

In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

Educational Requirements:

Bachelor’s degree or equivalent work experience.