Position Profile:
The Network Analyst position is an entry-level position that reviews, plans and evaluates network systems, provides first-level technical support and performs network installation services for Safe Systems clients within a team and call center environment.
Role Responsibilities:
- Provide Tier I help desk support by investigating user problems and identifying problem sources to determine possible solutions
- Perform system tests and implement solutions as needed
- Maintain confidentiality regarding the information being processed, stored or accessed by the end-users on the network
- Participate in Professional Services installations for new and existing clients
- Work closely with network engineer(s) on assigned projects
- Act in an independent manner on basic installation projects
- Provide quality assurance on installed products
- Develop technical skills and stay abreast of changing technologies to provide exceptional service to clients
- Provide on call, late shift and weekend support when needed and on a rotation basis
- Meet all requirements of the established certification track for career development
- Respond to customer tickets as they are submitted
- Respond to tickets as they come in from monitoring software
- Assist with the deployment of new hardware for customers
- Advise customers on best practices when requests are made for configuration changes
- Train on new technologies
- Study for certifications
- Write documentation for new issues that may be found in a customer environment
Education and Experience
- 1 to 3 years of experience in a technical support environment preferred
- CompTIA, Cisco, Juniper, or other network certifications preferred
- VMWare and Windows OS (Server and Workstation) experience preferred
- Experience within the financial services industry is a plus
Knowledge, Skills and Abilities
- Excellent communication, organizational skills and the ability to meet deadlines
- Strong documentation skills and attention to detail
- Ability to grasp new ideas and concepts quickly
- Ability to seek out answers and resolutions both independently and within a team environment
- Ability to encourage, motivate, and exhibit a positive persona and replicate such with team members
Hardware / Software
Standard business hardware / software (PC, Microsoft Office, Outlook, etc.)
Success Factors
Personal characteristics that contribute to success in this position are as follows:
- Driven to succeed; results-oriented
- Desire to continuously improve skills through continuing education, training and development
- Proactive with a pleasant manner; self-starter with a strong sense of ownership and responsibility
- Able to earn the respect of others and respect differing opinions
- Strong interpersonal and teamwork skills
Physical Environment and Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Normal office environment with little exposure to excessive noise, dust, temperature and the like
- Position requires frequent sitting and some reaching, kneeling and walking
- Position may require heavy lifting of equipment, up to approximately 50 pounds
- While performing the duties of this job, the employee is required to walk; sit; use hands to finger, handle or feel; reach with hands and arms and talk or hear
- Work may require more than 40 hours per week to complete the essential duties and primary responsibilities of the position
- May at times be on-call or requested to work an evening or weekend shift
- Local travel and non-local travel may be required via both ground and air transportation
- Travel 0 – 25%
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Last updated on Oct 26, 2024