Network Voice Support Analyst

Merchants Bank•Rosemount, MN

7d•Onsite

About The Position

Merchants Bank is seeking a Network and Voice Administrator. This on-site position can be worked out of any Merchants Bank location in MN and WI with office space available. The preferred location is Winona, MN. This position will design, maintain, and enhance the reliability and performance of our enterprise network across datacenters and SD‑WAN environments. Administration of Fortinet‑based security and segmentation, troubleshoot complex network and voice issues, and ensure high availability through proactive monitoring and incident response. There will be collaborate with analysts, vendors, and stakeholders to support infrastructure planning, voice services, and ongoing improvements in alignment with organizational and regulatory standards. This position also maintains detailed network documentation, supports compliance initiatives, and contributes to cross‑team training and a positive workplace environment. We're looking for a skilled, adaptable professional who thrives in a dynamic IT environment and is committed to exceptional service and technical excellence. Three years of experience supporting users and LAN/WAN infrastructure in a large multi-vendor Layer 3 network required. Must have experience using network management tools. Experience with LAN/WAN/SDWAN troubleshooting, including experience with TCP/IP, Ethernet, Fortinet routers and switches, Meraki and Microsoft Teams desired. Technical knowledge and experience with micro-computer hardware, operating systems and LAN/ WAN administration (Windows end-user and server OS, LINUX, Fortinet) preferred. Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options. Please click on Apply Now or apply in person at any Merchants Bank location. Questions can be emailed to [email protected]. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities. General Summary: Under the supervision of the IT Infrastructure Manager, the Network and Voice Administrator II is responsible for mid-level design, pathing, reliability, and performance of Merchants Bank’s enterprise network from an organizational standpoint. Key focus areas include: Routing and pathing across datacenters, SD WAN, Segmentation and ACL policy management on Fortinet platforms, High availability and Performance monitoring. This role collaborates closely with Network & Voice Analysts for hands-on implementations and voice support.

Requirements

Three years of experience supporting users and LAN/WAN infrastructure in a large multi-vendor Layer 3 network.
Experience using network management tools
Good aptitude and a strong interest in information technologies and systems.
Exceptional analytical ability to coordinate installations, upgrades, and evaluate operational issues of computer, network and voice systems.
Excellent time-management, self-motivation, and communication (both written and verbal) abilities.
Requires the ability to plan, develop, document, communicate, and train others to project completion.
Ability to work in a self-directed manner.
To take a task from start to finish with the ability to make sound decisions and recommendations.

Nice To Haves

Experience with LAN/WAN/SDWAN troubleshooting, including experience with TCP/IP, Ethernet, Fortinet routers and switches, Meraki and Microsoft Teams desired.
Technical knowledge and experience with micro-computer hardware, operating systems and LAN/ WAN administration (Windows end-user and server OS, LINUX, Fortinet) preferred.
Experience analyzing, identifying and resolving network problems independently and within a team environment.

Responsibilities

Network & Voice System Administration: Ensure continuous availability, optimal performance, and security of all network and voice systems. Administer, implement, and maintain network infrastructure, including physical and logical design of SDWAN environment, configuration, upgrades, and integration. Maintain systems according to the Bank’s IT standards for layout, naming conventions, wiring, and configuration across all devices.
Troubleshooting & Support: Provide technical support for network and voice systems, diagnosing and resolving hardware, software, and connectivity issues. Respond to outages and implement corrective actions, including after-hours work as needed. Troubleshoot data and voice circuit issues, analyze network problems (latency, asymmetry, etc.), and recommend corrective solutions.
Security & Compliance: Administer network and voice security systems, perform vulnerability remediation, and ensure compliance with IT standards and regulatory requirements. Create and maintain Fortinet policies (ACLs, zones) and baselines.
Documentation & Reporting: Maintain accurate documentation of network infrastructure, including diagrams, configuration records, asset inventories, and change logs.
Monitoring & Performance: Manage and utilize network and voice monitoring tools to proactively identify and address performance issues. Maintain device data in the Bank’s CMDB and generate statistical reports as needed.
Vendor & Stakeholder Management: Collaborate with vendors and service providers for support, planning, procurement, and service reviews. Assist with vendor relationship management related to voice and data functionality.
Incident Response: Support the incident response team during network or voice-related events and participate in emergency network outages and repair requests or off-peak implementations to maintain optimum service levels.
Team Collaboration & Training Cross-train in other IT areas and provide network and voice training to team members to ensure coverage during absences or high demand.
Regulatory & Organizational Knowledge: Develop a general understanding of banking regulations and Merchants Financial Group operations to support IT functions.
Positive Work Environment: Contribute to a supportive and professional workplace through positive interactions and teamwork.
Customer Service: Greet internal and external customers in a friendly, outgoing manner to deliver outstanding service.
Attendance & Reliability: Maintain regular and dependable attendance as an essential job function.
Adaptability: Perform additional duties as required by business needs, demonstrating flexibility in assignments.
Compliance & Learning: Complete compliance and product knowledge assignments promptly to stay current with organizational standards.