Network Operations Analyst

Job Description:

Position Summary:

• Provide data center IT support in a 7X24X365 environment. Responds to and diagnoses problems through interactions with users. Includes problem recognition, research, isolation, and resolution steps.
• Typically is able to resolve less complex problems immediately, while more complex problems are assigned to senior level support.
• Involves the use of problem management database and help desk systems.
• Performs ticket management which includes, identifying the issue and configuration items, assigning it to the correct support group, track ticket progress against established service level agreements and escalating as needed, crafting and sending customer notifications and internal notifications, and ensuring the resolution met the customer’s needs.
• Requires ITIL Foundations V3 certification within 90 days of hire.
• Provides expertise and guidance on ticket management operations.
• Functions as the lead individual on the quality assurance program.
• Looks for, researches and provides process improvement initiatives.

Essential Duties and Responsibilities:

• Provide Tier I support
• Manage incidents and service requests lifecycles.
• Handle communication with the customers providing them with status update and addressing their questions, comments and complaints.
• Report, document and escalate customer contacts; regarding issues, problems, and information given.
• Perform ticket management.
• Ensure customer satisfaction through the resolution of all issues and problems reported.
• Manage and perform the steps/actions required in the Remedy ticketing system.
• Maintain current and high level of technical skill in field of expertise.
• Perform and/or oversee security of the data center and escorting of personnel to designated areas of the computer room.
• Complete all daily logs and journals associated with maintaining computer room security and control; shift turnover information and daily activity notes.
• Support Disaster Recovery (DR) exercises
• Other duties as assigned

Qualifications:

Minimum Qualifications:

• An associate’s degree technology field and 2 years’ experience in a similar position or a bachelor’s Degree in computer science field.
• Demonstrated success in working with people in establishing goals, objectives, and change management plans.
• Strong communication and collaboration skills.
• Experience/training in providing technical support
• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.
• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.
• Ability to easily adapt to and learn new technologies.
• Maintain important records efficiently and accurately.
• Maintain confidentiality of information processed or prepared.
• Perform duties and responsibilities independently.
• Ability to coordinate, research, and analyze special projects/reports.
• Proficient knowledge of database structure with the ability to enter, manipulate, and report data.
• Establish and maintain effective working relationships with other employees, supervisory personnel, and customers.
• Perform time management and scheduling functions, meet deadlines, and set project priorities, including following up on such functions or projects.
• Ability to perform duties with awareness of all requirements and policies.
• Must possess positive, professional interpersonal skills.

Desired Qualifications:

• Bachelor’s Degree in computer science field.
• 5 years’ experience in data center support related field.
• Demonstrated successful project management skills.
• ITIL Foundations V3 certification.

Technical Skills:

• BMC Remedy and related products
• An understanding of networks, servers, and other data center equipment and systems

Language and Communication Skills:

• Ability to compose, read, interpret and edit complex documents and correspondence and relate information to stakeholders.
• Communicate positively, professionally, and effectively to all stakeholders, both verbally and in writing.
• Follow detailed written and verbal instructions.
• Accurately proofread numerical and text data.

Reasoning Abilities:

• Ability to apply common sense understanding to execute instructions furnished in written, oral, or diagram form.
• Ability to problem-solve (ex. involving concrete variables in standardized situations, etc.).
• Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions.
• Ability to analyze and interpret data.

Physical and Mental Demands:

• The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.