Sr. Coordinator, Noc (Level 2 Support)- Hybrid

Overview
The Level 2 Network Support Senior Analyst position exists within Interface Security System's Managed Network Operations Center, which is focused on providing enterprise-scale network customers with a world class support experience. Interface provides this portfolio of customers with a diverse bundle of managed communications, networking, and security solutions. Those managed solutions include Internet, Phones, VPNs, WiFi, integrated backup, LAN switching, security alarm monitoring, and video services. This role engages with those customers and technologies directly.
The Level 2 Network Support Senior Analyst is a technical leader within the organization and plays a key role in the expedient resolution of all associated voice/data network service impairments. This senior role also orchestrates internal teams, external vendors, and acts as the primary endpoint for technical escalation and fault isolation for customer network-driven events,
The Level 2 Network Senior Analyst also engages directly with customers as required therefore must have exceptionally strong written, oral, and customer communication skills. They are required to provide real-time network support through various channels including ticket management applications, email, chat, and phone. Key day to day functions include supporting network incidents that could not be resolved by the Level 1 support teams. Those cycles range in size and complexity; including everything from single site device and connectivity diagnosis to broad scale network faults and complex configuration changes. Among other platforms and technologies supported, router and Ethernet switch support, IP and SIP-based voice platforms, managed VPNs, WiFi, and integrated backup solutions are the most common areas of support focus.
A wide range of network architectures, equipment, and access types are supported, ie. Cisco, Fortinet, & Meraki equipment platforms, IP-based VoIP and SIP solutions, a wide range of access types [from xDSL/Cable/T1 and 4G/5G to Optical], proprietary VPN configurations, and back-up network solutions.
Responsibilities

• Ability to lead and manage practical and highly effective technical communication cycles; both verbal and written. Handle client and internal communication for vendor maintenances, firmware maintenance, and firewall configuration changes when applicable.
• Effectively engages with a diverse internal and external audience. The customer audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Network Engineering, and various vendors.
• Execute and/or guide logical network fault isolation processes; for example, a working understanding of Layer 1-3 networking fundamentals, demonstrated technical abilities supporting IP-based networks, voice services, associated network equipment, and variable network access types.
• Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
• Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
• Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
• Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact.
• Required to work with cross-functional teams to drive expedient fault isolation diagnosis & resolution.
• Provides the primary organizational interface the customer Managed Network Operations Center to Network Engineering.
• Actively support trouble ticket escalations as needed from Level 1. Will be second point of contact for Customer and Field Engineer channels.
• Train and coach junior analysts and technicians to increase their technical proficiency and ability to fault isolate and resolve issues quickly and efficiently.
• Maintain a thorough understanding of Internet network fundamentals, associated platforms, devices, and configurations. (IP Routing, DNS, Security, HTTP, VPN, etc.)
• Maintain a thorough understanding of and retain practical experience supporting Local Area Networking technologies.
• Manage or assist on assigned projects and program components to deliver services in accordance with established objectives.
• Respond to inquiries from staff, administrators, service providers, site personnel and outside vendors to provide technical assistance and support.
• Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting network services, top down. This includes network equipment, carrier circuitry, customer wiring, customer hardware, and software applications.
• Proactively identify and manage problem management by analyzing and applying a logical process of elimination for fault isolation and resolution with repeat incidents and/or High LTE Usage.
• Work schedule flexibility, weekend and off hours support as required (structured rotations)

Qualifications

• Bachelor's Degree or equivalent experience required.
• Minimum of 3-4 years of practical experience in an advanced technical role.
• Very strong working knowledge and practical application of the OSI Model
• Experience working within a technology delivery or support operation; i.e.. NOC, Field, Help Desk, Call Center, or Provisioning/Delivery organization.
• Strong technical knowledge of data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching
• Experience troubleshooting voice over IP (VoIP) services
• Solid understanding of IT Security best practices
• Understanding of ITSM and ITIL platforms and processes.
• Preferred certification: CCNA, Fortinet NSE4

Interface Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin. The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
Interface Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.