Senior Analyst - Technology Services - 85262

Essential Job Functions

• Provide technical lead on network management systems and performance monitoring tools

• Provide technical support for multi-vendor Routers and switches.

• Resolve remote connectivity issues on links and modems in a timely manner.

• Maintaining network configuration data and backups for all Remote connectivity implementations and equipment.

• Support and maintain network stability

• Provide technical support via telephone or e-mail to field personals and vendors

• Resolve technical problems through personal knowledge, research or teamwork.

• Escalate cases to the appropriate skill level in line with defined procedures in order to ensure timely resolution of service level agreements and maintain customer satisfaction.

• Coordinate onsite visits and parts ordering with Zayo and third-party field teams.

• Meet productivity and quality targets

• Help and support other members of the team through sharing of information and effective team working

• Diagnose and resolve software hardware connectivity problems.

• Manage and deploy software upgrades to production network equipment as required.

• Responsible for opening, updating and closing customer and event specific trouble tickets, monitoring NOC e- mail inboxes and creating FCC outage notifications.

• Executes maintenance method and procedures (MOPs) associated with NOC driven approved change management request activities

• Assists in outage root cause analysis, process improvement initiatives, and automation

• Perform other duties as assigned or required

Education/Certifications

• Bachelor’s degree in Computer Science Engineering or related degree or equivalent experience and/or technical training in electronics

Experience/Minimum    Requirements

• Three (3) to five (5) year of related work experience

• Basic understanding of network security principles and concepts. (Including VPN)

• TCP/IP and Networking troubleshooting

• Knowledge of wireless telecommunications network management systems

• CCNA certification preferred

Other Skills/Abilities

• Excellent sense of personal accountability

• Excellent communication skills.

• Excellent customer service skills

• Knowledge of transport and transmission systems relevant to SONET, OCx, and asynchronous signals, or Ethernet and IP Services.

• Strong problem-solving skills

• A strong team worker and communicator with the desire to talk to field engineers and technicians

• Proficient with Microsoft Office and the ability to learn specialized system tools

• Skilled at completing tickets for maintenance purpose

• Ability to multi-task in a fast paced environment

• Detail oriented with strong written and verbal skills

• Self-motivated with the ability to make critical decisions

• A strong team worker and communicator with the desire to talk to field engineers and technicians.

• Knowledge of wireless communications a plus

• ITIL knowledge a plus