Network Support Analyst

NETWORK SUPPORT ANALYST NEEDED IN EAGAN, MN

BB16815

NETWORK SUPPORT ANALYST 

EAGAN, MN

CONTRACT

JOB Shifts: This job should be posted as a 2nd Shift opportunity (09.30-20.00 Central). This position runs on a 4 day (Sun-Wed or Wed - Sat) 10 hour pattern. The schedule is subject to change based on business activity. 

PRIMARY OBJECTIVES: 
First Level Network Support Analysts provide proactive network monitoring, management and support of global voice and data networks to ensure the highest levels of availability. Network Support Analysts troubleshoot network issues as well as execute standard changes related to LAN, WAN and Voice systems. Additionally, Network Support Analysts act as a single point of contact for any internal and external clients seeking network services or support. 

MAJOR AREAS OF ACCOUNTABILITY 

1. Provide monitoring, management, event correlation and administrative support for the corporate voice and data network. 
2. Act as a single point of contact for all requests related to shared network services.
3. Act as a first responder for all network events related to the and data networks. Network Support Analysts are responsible for troubleshooting standard network issues, gathering diagnostic details, engaging external vendors, notifying the Incident Management processes and maintaining incident logs. 
4. Ensure the proper resolution of all issues and requests received by the NOC. 
5. Execute network changes as assigned by Voice, WAN and LAN network teams. Other change duties include verification of change scripts, reviewing implemented changes and performing prescribed checkouts. 
6. Maintain accurate and clear communications with a wide variety of customers including external Tele-Communications vendors, external hardware vendors TR Incident Management staff, TR management, TR engineering teams and external TR clients. 
7. Utilize Service Manager application to provide accurate records and metrics for all Network related incidents and changes. 
8. Utilize standard network performance monitoring tools (SevOne Netcool, Webtop etc) to gather information related to network performance and capacity planning. Network Support Analysts also administer network devices using configuration management tools (OpsWare and HPNA). 

RESPONSIBILITY FOR WORK OF OTHERS 
Ensure that shared documentation is accurate, comprehensive and up to date in conjunction with other network teams. 
Ensure the accuracy of standard network changes scripted by peers. 
Act as a Second Set of Eyes while network changes are being implemented to ensure the accuracy of imputed commands and procedures. 
Complete shift turnover so that oncoming staff is fully briefed about ongoing issues and changes. 

FINANCIAL RESPONSIBILITY: 
The role does not currently have financial responsibilities. 

REQUIREMENTS: 

Education (List alternatives; eg, BA or AA plus 2 years of experience in related work). 
4 Year College Degree (BS) in Computer Science, Mathematics, Engineering or other Scientific disciplines 
2 year technical degree with equivalent work experience 
CCNA certification is a plus. 

Knowledge and Skills 
Ability to promote a cooperative work/team environment by presenting a professional and responsive attitude 
Strong problem management skills 
Ability to multi-task in a high pressured, time critical environment. 
Ability to communicate effectively with a wide audience 
Strong organizational skills 
Demonstrated ability to follow standard procedures meticulously with attention to detail 
Ability to learn new technologies quickly in a self study environment. 
Experience with managing external customers' expectations. 
Knowledge of TCP/IP, the OSI model and standard network technologies. 
Willing to work a flexible schedule to meet24/7 business requirements. 

PREVIOUS EXPERIENCE 
One to three years work experience in Information Technology a plus 
Proficiency with troubleshooting and or problem solving.

PLEASE NOTE: These positions should be posted as a 2nd Shift opportunity (09.30-20.00 Central). This position runs on a 4 day (Sun-Wed or Wed - Sat) 10 hour pattern. The schedule is subject to change based on business activity. CCNA certification is a plus. Candidates should have troubleshooting and problem solving skills. Need experience with LAN, WAN and Voice systems. Will work with internal and external stakeholders - need great communication skills.