Network Support Analyst

Network Support Analyst Job Description Reports To: IT Manager Position Description: The Network Support Analyst is the second level of user support, leading and mentoring the IT Helpdesk personnel with daily activities. The Network Support Analyst ensures problem resolution and customer satisfaction by analyzing and resolving system/network problems, providing documentation as necessary, and facilitating end user training. This position also works closely with the team and IT Manager in the administration of user support and projects related to the enterprise computers including servers, local and wide-area networks, phone system, local workstations/notebooks and remote connections.

The Network Support Analyst is responsible for analysis of data communications within the enterprise (LAN/WAN, wireless, VPN network, and remote installations). The Network Support Analyst coordinates project activities per task order. The Network Support Analyst will be involved with planning and executing upgrades, researching new hardware and software products, and providing guidance and training to less experienced personnel, while reporting to the IT Manager.

Network Support Analyst may be required to work outside of regular business hours to complete upgrades, system improvements, troubleshooting, and testing. Experience Required: Bachelor's degree in Information Technology or related computer science related degree Requires 2 years of product and customer technical support experience or similar experience Knowledge of or experience with servers, switches, routers, and various network services and administration (LAN/WAN) Knowledge of Network Architecture and Design, Capacity Management, Defining Operating Standards, and Network Performance Monitoring Knowledge of Microsoft Windows, Microsoft Office, Microsoft Windows Server, and PC hardware Must possess high quality customer service, organizational, and communication skills (both oral and written) with the ability to speak with all levels of users Exceptional technical problem-solving and troubleshooting skills Must work well independently as well as be an engaging member of a team Ability to adapt to changes in roles, manage multiple concurrent projects and responsibilities Duties and Responsibilities: Performs network troubleshooting to isolate and diagnose common network problems Monitors the performance of the network and designs and implements changes where necessary, in accordance with our parent company Locates and replaces faulty network/supporting equipment and parts using diagnostic techniques and procedures Acts as a member of the Helpdesk and International Service Desk, answering calls and responding to email regarding general user issues, as well as be a point of escalation regarding network issues, and being the point of contact that works closely with users Investigates and resolves complicated technical support issues requiring escalation Develops and maintains a thorough understanding of business operations, identifying opportunities for operational efficiency through automation and effective utilization When necessary, solicit the expertise of other resources (other department members, topic experts, written documentation, etc.) to accurately and effectively determine and execute the best solution in accordance with our parent company standards Carries out regularly scheduled and day-to-day technical maintenance to ensure equipment is working correctly and efficiently to reduce the risk of breakdown Installs, tests, documents, modifies & maintains local operating systems and computer software, such as Microsoft Windows, 3rd party software packages & systems, utilities, and scripts Works with the team maintaining, supporting and administering the VoIP telephony solution (Cisco) Works with the team for hardware and software acquisition by working directly with vendors to specify equipment/software, obtain quotes, complete purchase requests and purchase orders and receive and track the equipment/software assets Assists our parent company in all International Corporate-wide system and application rollouts, upgrades, and troubleshooting issues Maintains documentation with regard to procedures, maintenance and licensing on all hardware and software Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations This job description in no way states or implies that these are the only duties to be performed by this employee. Additional job related duties may be assigned as required.