What are the responsibilities and job description for the Network Support Analyst position at Costco Wholesale Corporation?
Job Details
Network Support Analysts are responsible for monitoring and maintaining the company's network systems. They test and analyze all network facilities components, (including hardware, software, and power), monitor systems, track performance and status, and help to identify and repair network failures. Network Support Analysts coordinate the details of a network outage, which includes the occasional emergency replacement of inoperable equipment to reduce the impact to the business, and they partner with service providers to restore service. Network Support Analysts work the incident queue (including opening, prioritizing, troubleshooting, following-up, notifying, escalating, communicating, and documenting) and pull in additional resources as needed for incident resolution.
*Pay and classification based on experience.
Job Duties/Essential Functions
Dispatches Local Exchange Carriers (LECs), escalates, and works with vendor(s) per established Network Support escalation guides.
Opens, monitors, and sees through to completion Cisco TAC cases on faulty Cisco equipment.
Configures and deploys Cisco equipment.
Reviews and processes Network CARTS fulfillment requests.
Supports and processes Network CARTS project tasks.
Attends scheduled training to ensure ability to support existing and future state network environments: Warehouse, Depot, Data Center, Regional Office, Colocation, and Cloud.
Understands ITIL/CARTS incident, problem, change, knowledge, and request processes.
Recommends or implements improvements on team processes and procedures.
Ensures that incident documentation is comprehensive, accurate, and complete.
Provides direction and/or guidance to customers, teams, and other support members regarding daily activities, project initiatives, deployment activities, and support issues.
Builds and maintains cooperative, collaborative, effective relationships.
Provides answers to users by identifying issues, researching answers, and guiding users through corrective steps.
Provides necessary technical assistance and ensures compliance to established rules and techniques for keeping track of performance.
Provides assistance, training, and information to all users in accordance with established IT policies and procedures.
Troubleshoots system failures and identifies roadblocks in the network.
Fixes problems in LAN infrastructure, testing, and configuring software.
Evaluates network performance to improve the network.
Schedules upgrades and maintenance without interrupting business workflow.
Provides technical direction and provides network systems training to coworkers.
Works with vendors to get needed equipment for the networks and systems.
Detects, analyzes, and resolves network switching and transmission system problems while minimizing impact on customer service.
Differentiates between primary and secondary network failures.
Regular and reliable workplace attendance at your assigned location.
Ability to operate vehicles, equipment or machinery
Computer, phone, printer, copier, fax
Non-Essential Functions
Assists in other areas of the department as necessary.
Assists in other areas of the company as necessary.
Ability to operate vehicles, equipment or machinery
Same as Essential Functions
Experience, Skills, Education & Licenses/Certifications
Required:
Experience in a support related field or one-year company experience with network training.
Basic understanding of Ethernet, Fiber, Frame Relay, AVPN, ISDN, Dedicated IP, and Routing protocols.
Basic knowledge of network hardware and software including routers, switches, and wireless controllers.
Basic understanding of subnetting, vlans, and network topology.
Excellent written/verbal communication skills, telephone etiquette, and customer service skills.
Advanced skills in troubleshooting and analysis with incidents and problems.
Experience or understanding of ITIL/ServiceNow incident, problem, change, knowledge, and request processes.
Demonstrated strong work ethic and positive, mature, professional attitude.
Self-motivated and able to work independently, with little supervision.
Process oriented, understands the benefits of processes, and the need for compliance.
Ability to explain or communicate technical terms to non-technical audiences.
Actively look for, recommend or implement improvements on team processes and procedures.
Must be able to work well under pressure and within time constraints.
Innovative, creative, and extremely responsive with a strong sense of urgency.
Must be a team player and work cooperatively with others sharing ideas, collaborating and ultimately putting team goals first.
Demonstrated strong organization skills in order to meet tight deadlines.
A strong understanding of Google Suite.
Recommended:
Training and Certification in Cisco Network, Juniper Networks, and Arista Network.
Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.
Successful internal candidates will have spent one year or more on their current team.
Other Conditions
Management will review the Job Analysis for this position prior to a job offer.
Required Documents
Cover Letter
Resume
Last two performance reviews
Attendance records for current year (Do not include absences covered by paid sick/personal time,
FMLA or other protected absences.)
California applicants, please click here to review the Costco Applicant Privacy Notice.
*Pay and classification based on experience.
Job Duties/Essential Functions
Dispatches Local Exchange Carriers (LECs), escalates, and works with vendor(s) per established Network Support escalation guides.
Opens, monitors, and sees through to completion Cisco TAC cases on faulty Cisco equipment.
Configures and deploys Cisco equipment.
Reviews and processes Network CARTS fulfillment requests.
Supports and processes Network CARTS project tasks.
Attends scheduled training to ensure ability to support existing and future state network environments: Warehouse, Depot, Data Center, Regional Office, Colocation, and Cloud.
Understands ITIL/CARTS incident, problem, change, knowledge, and request processes.
Recommends or implements improvements on team processes and procedures.
Ensures that incident documentation is comprehensive, accurate, and complete.
Provides direction and/or guidance to customers, teams, and other support members regarding daily activities, project initiatives, deployment activities, and support issues.
Builds and maintains cooperative, collaborative, effective relationships.
Provides answers to users by identifying issues, researching answers, and guiding users through corrective steps.
Provides necessary technical assistance and ensures compliance to established rules and techniques for keeping track of performance.
Provides assistance, training, and information to all users in accordance with established IT policies and procedures.
Troubleshoots system failures and identifies roadblocks in the network.
Fixes problems in LAN infrastructure, testing, and configuring software.
Evaluates network performance to improve the network.
Schedules upgrades and maintenance without interrupting business workflow.
Provides technical direction and provides network systems training to coworkers.
Works with vendors to get needed equipment for the networks and systems.
Detects, analyzes, and resolves network switching and transmission system problems while minimizing impact on customer service.
Differentiates between primary and secondary network failures.
Regular and reliable workplace attendance at your assigned location.
Ability to operate vehicles, equipment or machinery
Computer, phone, printer, copier, fax
Non-Essential Functions
Assists in other areas of the department as necessary.
Assists in other areas of the company as necessary.
Ability to operate vehicles, equipment or machinery
Same as Essential Functions
Experience, Skills, Education & Licenses/Certifications
Required:
Experience in a support related field or one-year company experience with network training.
Basic understanding of Ethernet, Fiber, Frame Relay, AVPN, ISDN, Dedicated IP, and Routing protocols.
Basic knowledge of network hardware and software including routers, switches, and wireless controllers.
Basic understanding of subnetting, vlans, and network topology.
Excellent written/verbal communication skills, telephone etiquette, and customer service skills.
Advanced skills in troubleshooting and analysis with incidents and problems.
Experience or understanding of ITIL/ServiceNow incident, problem, change, knowledge, and request processes.
Demonstrated strong work ethic and positive, mature, professional attitude.
Self-motivated and able to work independently, with little supervision.
Process oriented, understands the benefits of processes, and the need for compliance.
Ability to explain or communicate technical terms to non-technical audiences.
Actively look for, recommend or implement improvements on team processes and procedures.
Must be able to work well under pressure and within time constraints.
Innovative, creative, and extremely responsive with a strong sense of urgency.
Must be a team player and work cooperatively with others sharing ideas, collaborating and ultimately putting team goals first.
Demonstrated strong organization skills in order to meet tight deadlines.
A strong understanding of Google Suite.
Recommended:
Training and Certification in Cisco Network, Juniper Networks, and Arista Network.
Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.
Successful internal candidates will have spent one year or more on their current team.
Other Conditions
Management will review the Job Analysis for this position prior to a job offer.
Required Documents
Cover Letter
Resume
Last two performance reviews
Attendance records for current year (Do not include absences covered by paid sick/personal time,
FMLA or other protected absences.)
California applicants, please click here to review the Costco Applicant Privacy Notice.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
