Network Support Analyst

Flexential•Denver, CO

3d•$28 - $32•Hybrid

About The Position

The Network Support Analyst will provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. Strong communication, resourcefulness, and articulation in communicating identified issues and resolution steps are vital.

Requirements

Minimum 3 to 5 years of experience working within an IT Support environment
Proven experience in network analysis and monitoring.
Strong understanding of network protocols (e.g., TCP/IP, BGP, OSPF).
Knowledge of network security measures and firewall management.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Relevant certifications (e.g., CCNA, CompTIA Network+) are a plus.

Nice To Haves

Experience using monitoring tools specifically for network, firewall, and load balancing (e.g., ScienceLogic).
Relevant certifications such as Fortigate NSE4 Certified, Network+, Security+, CCNA, Microsoft MCP or MCSA.
AA, BS, or High School Diploma and actively pursuing an advanced degree in the technology field.
Experience with command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash, or VBScript skills are a plus) for network, firewall, and load balancing configurations.
Familiarity with ITIL foundations.
Current experience applying troubleshooting techniques across various network, firewall, and load balancing technologies.

Responsibilities

Act as the primary escalation point for all service management incidents and requests.
Provide excellent verbal and written support in resolving incidents with customers.
Provide concise and clear updates to customer service requests and incidents promptly.
Identify recurring incidents within a customer’s environment and work with the customer to provide solutions for complex technical issues.
Document resolutions and proactive status updates clearly for customers and team members.
Provide guidance and constant improvement of technical acumen for frontline staff.
Work closely with Level 3 support to stay current on technology trends and IT concepts.
Collaborate with customers and teammates to identify improvement areas in capabilities and processes.
Resolve customer requests and incidents with a high sense of urgency and ownership.
Be a team player focused on collective improvement and growth.