Network Support Analyst
The Network Support Analyst is primarily responsible for maintaining and monitoring applications, networks, and associated equipment.
This position is also the customer’s first level of support within the Command Center.
As the first level of support, this position will address initial customer issues, problems, and concerns.
This position is also considered the customer technical entry point in Command Center and is responsible for day to day operations, monitoring, maintenance, driving resolution, shift integrity and special projects as assigned.
Principal Duties and Responsibilities
- Monitor all systems and network to identify issues of concern.
- Assist in the resolution of customer problems, issues, questions and concerns that are of a more routine nature, meeting or exceeding customer expectation
- Implement and maintain a service and support presence which will ensure/maintain continued satisfaction with the company, its products and services
- Provide assistance and system/network knowledge to support Command Center personnel and Customer Services efforts in researching customer problems, issues, and concern
- Report line problems/outages to management and document troubles in ticketing system.
- Support Command Center personnel and Customer Services training and documentation activities.
- Follow up and query Customers and vendors for feedback and customer service.
- Complete various administrative activities
Typical Job Requirements
- Three to five years’ experience in a customer support function in telecommunications, the cellular industry, data processing and/or information management in a technical capacity.
- Understanding of telephony concepts with hands on experience being a plus.
- Must be able to work in a fast-paced multitasking technical and administrative environment.
- Experience in a UNIX/DOS/Windows in a workstation environment required.
- Strong professional written and verbal skills.
- Strong typing, communication, follow-up and possesses teamwork skills.
- BS/BA in Engineering, Computer Science or equivalent work experience is a plus.
- Previous experience with Network Management Systems a plus.
- Ability to work in a multiple shift environment covering 24 x 7 x 365.
- Cellular experience a plus.
- Knowledge of PC hardware and software.
