Network Operations Analyst I - Hybrid (Phoenix, AZ)

Network Operations Analyst I

Hybrid (3 days per week), Phoenix, AZ

Contract

General Description:

Under direct supervision, as the Network Operations Analyst, I set up, configured, monitored, and supported network services and infrastructure. Embodies IOOGA (Integrity, Our People, Our Customers, Growth and Attitude)

Essential Duties and Responsibilities:

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

· Perform tracking and management of network events to resolution.

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

· Troubleshoot basic 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.

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

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

· Other duties as assigned.

Qualifications:

· This position requires a minimum of one-year 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:

This position requires a Bachelor’s degree in Computer Science, information Technology, IT Engineering or related field or equivalent work experience.