Senior Network Analyst Support

COMTECH TELECOMMUNICATIONS•Broomfield, CO

1d•$34 - $48

About The Position

The Senior Network Analyst monitors, maintains, and troubleshoots mission critical IP networks, Comtech applications, various computer hardware, and peripherals; provides assistance to internal and external customers and performs other duties as directed.

Requirements

Superior Customer Service skills.
Attention to detail is essential.
Clear and concise written and verbal communications for both internal and customer interactions.
Basic knowledge of Unix/Linux and the command line interface.
Intermediate level knowledge of Windows Office Suite.
Ability to multitask and work well in a high pressure, fast paced environment.
Knowledge of NextGen 911, Text-to-911, Wireless, VoIP, and/or Wireline 911 call routing systems
Knowledge of network and reporting tools (Splunk, NetScout, Wireshark, etc)
Must possess the ability to maintain confidentiality of highly sensitive data
Ability to perform analysis and evaluation of facts using critical thinking
Ability to multitask and work well in a high pressure, fast paced team environment
At least five years of experience in a Help Desk-type support or Network Administration role.
Experience in using ticketing systems such as BMC ITSM, Service Now.
Must be a quick learner, grasp new concepts and complex business relationships.
Self-starter - the ability to take on work without being directed.

Nice To Haves

Basic understanding of Telecommunications call flows and signaling is a plus.
Knowledge of network management tools (SolarWinds, HP Operations Manager, Network Node Manager) is a plus.
Industry recognized certifications (Network+, ITIL, Cisco) a plus.
Four-year college degree a plus.

Responsibilities

Answer incoming customer and third-party provider calls as needed
Initiate Incident Tickets proactively and upon report/request
Identify, triage, resolve and escalate incidents (i.e., to Tier3 Engineering)
Monitor email for incidents and customer requests
Monitor network elements for anomalies and reports/troubleshoots issues using network management software
Provide in-depth technical support for customers via the dedicated helpdesk phone line
Notify customers on incident progress or status changes.
Assist in creating and maintaining knowledgebase articles.
Review and analyze call traces and provide in-depth analysis of call routing behavior.
Act as the dedicated NOC point of contact for customer contracts.
Coordinate support calls between vendors and customers.
Manage maintenance and troubleshooting bridges as needed.
Collect critical data elements daily and maintain record-keeping in Incident Management system.
Generate KPI reports in the first week of each month.
Identify areas of improvement in documentation and processes, improving efficiency within the NOC.
Provide in-depth training for other Tier1 members for multiple tools and services.
Guide and grow individuals on the team. Lead by example.
This position may work an 8-hour shift Monday through Friday during expanded daytime business hours. This shift’s days & hours may change due to the needs of the business.