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Network Analyst in Strongsville, OH at Acuative

Date Posted: 6/8/2018

Job Snapshot

Job Description

Summary of Position 
The Network Operations Analyst I will be responsible for responding to and performing basic troubleshooting of all customer issues reported to the Global Command Center. When the customer issue is received, the Analyst II will validate the alert, open a trouble ticket, inform the customer of the ticket number, and perform basic troubleshooting and resolve the issue, escalating to higher tier support if needed. 
Essential Functions 
•Be able to effectively respond to customer issues reported via email, phone call, or network                              monitoring systems and ensure that customer issues are responded to in a timely manner

•Ensure that all trouble tickets are opened timely and accurately

•Ensure that customers are informed of network and phone system impacting outages

•Use independent troubleshooting skills to resolve issues as quickly as possible and/or escalate to                      higher tier support 

• Route tickets to appropriate internal groups for final resolution

• Ensure that all processes and procedures are followed

•Must be able to communicate technical issues to customers

• Training/ Mentoring of lower level Analyst

• Reviewing/Updating all Tier I process documentation when requested

•Be able to effectively communicate with peers and all levels of management within the organization                  both written  and verbally

Job Requirements

Required Qualifications
• Associates Degree plus 1 year on the job work experience or equivalent

• Previous experience troubleshooting WAN/LAN environments 

• Intermediate knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc. 

• Customer focused

• Ability to multi-task

• Work with minimal supervision
Additional Qualifications Desired
• CCNA certification or higher

• Knowledge of ITIL Incident, Problem, and Change Management processes
Work Environment/Physical Demands
• Sitting at desk

• Climbing: ding or descending stairs and the like, using feet and legs and/or hands and arms.

• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently,              and/or a negligible amount of force constantly to move objects

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing          data based upon color and distinguishing incident priorities based upon color differences


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