Senior Network Analyst Support

Responsibilities

• Answer incoming customer and third-party provider calls as needed
• Initiate Incident Tickets proactively and upon report/request
• Identify, triage, resolve and escalate incidents (i.e., to Tier3 Engineering)
• Maintain maintenance and troubleshooting bridges as needed
• Generate KPI reports in the first week of each month
• Manage maintenance and troubleshooting bridges as needed
• Collect critical data elements daily and maintain record-keeping in Incident Management system
• Review and analyze call traces and provide in-depth analysis of call routing behavior
• Coordinate support calls between vendors and customers
• Identify areas of improvement in documentation and processes, improving efficiency within the NOC
• Provide in-depth training for other Tier1 members for multiple tools and services
• Guide and grow individuals on the team
• Lead by example

Requirements

• Superior Customer Service skills
• Attention to detail is essential
• Clear and concise written and verbal communications for both internal and customer interactions
• Basic knowledge of Unix/Linux and the command line interface
• Intermediate level knowledge of Windows Office Suite
• Able to multitask and work well in a high pressure, fast paced environment
• Knowledge of NextGen 911, Text-to-911, Wireless, VoIP, and/or Wireline 911 call routing systems
• Knowledge of network and reporting tools (Splunk, NetScout, Wireshark, etc)
• Must possess the ability to maintain confidentiality of highly sensitive data
• Able to perform analysis and evaluation of facts using critical thinking
• Able to multitask and work well in a high pressure, fast paced team environment
• At least five years of experience in a Help Desk-type support or Network Administration role
• Experience in using ticketing systems such as BMC ITSM, Service Now
• Able to learn quickly, grasp new concepts and complex business relationships
• Self-starter - the ability to take on work without being directed
• Basic understanding of Telecommunications call flows and signaling is a plus
• Knowledge of network management tools (SolarWinds, HP Operations Manager, Network Node Manager) is a plus

Qualifications

• Four-year college degree a plus
• Industry recognized certifications (Network+, ITIL, Cisco) a plus

Benefits

This position requires compliance with Comtech’s Drug-Free Workplace Program. Candidates must successfully complete a pre-employment drug screening as a condition of hire. Employees may be subject to random, reasonable suspicion, and post-incident testing.

Pay

The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location.

Schedule

This position may work an 8-hour shift Monday through Friday during expanded daytime business hours. This shift's days & hours may change due to the needs of the business.