Network Operations Analyst I

CSI•Paducah, KY

6d•Onsite

About The Position

The Network Operations Analyst I is an entry-level position responsible for monitoring, supporting, and maintaining customer and corporate connectivity services. This role focuses on incident management, connectivity monitoring, vendor coordination, access provisioning, and operational support activities for managed network services. This position serves as a primary point of contact for alerts, incidents, and support requests related to customer connectivity environments. Responsibilities include monitoring managed customer networks, responding to service disruptions, coordinating with telecommunications providers, and assisting customers with connectivity troubleshooting. The Network Operations Analyst I works within ticketing and monitoring platforms to investigate and resolve issues affecting managed customer connectivity infrastructure, including Meraki SD-WAN environments, routers, ATM communications, VPN services, encryption platforms, and network monitoring systems.

Requirements

1-2 years of experience in customer support, technical support, network operations, telecommunications support, help desk, or a related technology field; or Accredited university, college, trade school education, or equivalent technical training.
Strong customer service and communication skills.
Ability to troubleshoot technical issues and coordinate resolution across multiple teams and vendors.
Ability to work effectively in a monitoring and incident-response environment.

Nice To Haves

Experience working with ticketing systems and operational procedures is preferred.
Familiarity with networking fundamentals such as IP addressing, routing concepts, VPN connectivity, and circuit technologies is preferred.

Responsibilities

Monitor and respond to connectivity-related alerts and incidents for managed customer environments.
Monitor managed customer Meraki SD-WAN deployments, routers, ATM communications, and related connectivity services.
Review and respond to interface health, availability, and performance alerts for managed customer routing infrastructure.
Manage support tickets and coordinate troubleshooting efforts with telecommunications carriers, internet service providers, and circuit vendors.
Open, update, track, and escalate provider tickets for both customer and internal connectivity services.
Troubleshoot connectivity issues using monitoring tools, diagnostic procedures, customer communication, and vendor coordination.
Including assisting customers with basic connectivity troubleshooting, including guided cable tracing and cable reseating procedures when appropriate.
Provision and support customer BitLocker encryption through centralized management platforms.
Provision and administer VPN access for internal and external customers.
Manage RSA multi-factor authentication (MFA) token provisioning, maintenance, and decommissioning.
Provision, maintain, and decommission monitoring services for managed customer connectivity devices.
Regularly stage and perform upgrades for routers following critical vulnerability discoveries.
Document troubleshooting activities, service interruptions, corrective actions, and customer communications.
Perform general call-handling and operator functions, ensuring customer requests are accurately routed and escalated.
Maintain customer confidentiality and follow established security and access control procedures.
Stay current with technologies, products, and services utilized by the team.