Network Operations Analyst
About The Position
Sun Life U.S. is seeking a Network Operations Analyst for its Enterprise Network Services group. The Network Operations team operates network and connectivity services that enable digital interconnection and support data, voice, and video communications with customers, suppliers, advisors, and partners. This office-based position is responsible for the operations, maintenance, and protection of local and field networks, as well as Sun Life Financials’ global WAN resources. The role is based in Wellesley, Massachusetts, and requires in-office presence five days per week. Enterprise Network Services provides infrastructure for local and wide area networks, including firewalls, load balancing, ISP provisioning, physical and logical network design, wireless LAN, remote access VPN, VoIP, IP address management, routers, and switches. The analyst supports network operations and incident management, coordinates with technical teams, clients, and vendors, and manages network hardware through its lifecycle, from receipt and staging through inventory, replacement, shipment, and environmentally responsible decommissioning. Support outside regular business hours may be needed.
Requirements
- Experience supporting network devices.
- Knowledge of TCP/IP and related protocols.
- Knowledge of LAN and WAN technologies, including routers, switches, analyzers, routing protocols, and network management.
- Knowledge of DNS, DHCP, load balancing, VPN gateways, and firewalls.
- Computer Science, Mathematics, or Engineering degree or diploma.
- Understanding of cabling types and etiquette.
Nice To Haves
- Industry-recognized certifications such as Cisco CCENT, CCT, or CCNA.
- Experience with hardware receiving, deployment staging, shipping, asset inventory, vendor warranty processes, and equipment recycling.
Responsibilities
- Support first-level issues for Sun Life network infrastructure.
- Accept, triage, analyze, complete, assign, and manage incidents and problems in alignment with the ITIL model.
- Follow the ITIL model for changes required to network devices.
- Apply hardware and software knowledge to ensure solutions integrate effectively into the existing environment.
- Work with the Operations Command Centre on transferred incident tickets and ensure knowledge base articles are accurate.
- Work with second- and third-level teams to keep documentation accurate.
- Manage work across multiple locations, with potential travel between Toronto, Waterloo, and Wellesley.
- Use project-planning skills to complete assigned tasks on time and within budget.
- Consult with internal and external clients to determine requirements for successful project deliverables.
- Provide advice and backup support to other analysts and network support personnel.
- Work with external vendors, service providers, and other infrastructure teams as required.
- Manage network hardware logistics, including receiving vendor equipment, validating shipments, and maintaining chain-of-custody records.
- Stage network equipment by applying approved configurations, firmware, labels, and deployment documentation before shipment or installation.
- Coordinate secure packaging and shipping of network hardware to offices, track deliveries, and confirm receipt.
- Maintain accurate hardware inventory and asset records, including stock levels, locations, serial numbers, assignments, and lifecycle status.
- Coordinate vendor warranty replacement and return-material-authorization activities, including replacement tracking and return of defective equipment.
- Coordinate secure decommissioning and environmentally responsible recycling of end-of-life hardware in accordance with corporate asset-management, data-handling, and sustainability requirements.
- Support overtime outside regular business hours when needed.
Benefits
- Competitive salary and bonus structure influenced by market range data.
- Pension, stock, and savings programs.
- Professional development.
- Generous vacation and sick time.
- Paid family, parental, and adoption leave.
- Medical coverage.
- Company-paid life and AD&D insurance.
- Disability programs.
- Partially paid sabbatical program.
- 401(k) employer match.
- Stock purchase options.
- Employer-funded retirement account.
- Flexible, inclusive, and collaborative work environment that supports career growth.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
