Network Operations Analyst at TEKsystems

Overview:  Our client is looking for a strong IT professional to join the Network Operations Center as a Service Desk Operations Analyst, where you'll provide 24/7 technical support and operational leadership to their Managed Services clients. Their team is dedicated to exceeding client expectations and delivering top-tier technical solutions. If you're a smart, hardworking professional with a passion for emerging technology and exceptional customer service skills, we want you on the team.

This position will be fully remote working on a 2x2x3 rotation, working from 6am to 6pm.

Top Skills' Details

1.) Core Networking experience - route/switch - Cisco shop

2.) Ticketing system (some kind of ticket tracking experience) They use Service Now

3.) Communication skills, work ethic, soft skills, and ambition are most important

Key Responsibilities:

• Deliver Managed Services: Understand and deliver Managed Service offerings as outlined in the Service Descriptions and Service Catalog.
• Follow Procedures: Adhere to processes and procedures defined in the Managed Services Standard Operating Procedures (SOP) manual.
• Technical Support: Provide top-level technical support, including problem resolution and technical change implementation, within defined service level agreements (SLAs).
• Effective Communication: Communicate clearly and effectively with internal and external customers via phone, email, and in person.
• 24/7 Support: Ensure critical systems are supported around the clock, meeting availability objectives.
• Incident Management: Take ownership of incidents and requests, driving them to resolution while documenting troubleshooting steps and solutions.
• Client Engagement: Keep clients informed throughout the process and follow up to ensure satisfactory resolution.
• Mentorship: Guide and mentor less experienced teammates by providing technical support, training, and direction.
• Documentation: Accurately document and record time, policies, and procedures.

Responsibilities:

• Technical services with supervision from Supervisors, Team Leads, and Technology Owners.
• Manage multiple tasks simultaneously, including troubleshooting internal networks and responding to emergencies.
• Communicate unexpected events, such as new product requirements or equipment failures, to the Manager.
• Respond to customers professionally and courteously, relaying any questions or concerns to the Manager.
• Promote an understanding and commitment to the mission through consistent behavior.
• Assist in creating and documenting policies and procedures.
• Understand SLAs in a production environment and strive to meet commitments proactively.
• Support Service Account Managers, Situation Managers, Project Managers, and product developers.
• Review and update service requests daily, ensuring accurate and prompt data entry into problem tracking systems.
• Conduct yourself in a manner consistent with customer service expectations.

Qualifications:

• Minimum Qualifications:
  • BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or a related discipline; equivalent experience acceptable.
  • Associate’s degree in a computer-related field plus one year of relevant technical experience, OR
  • If no post-secondary degree, a minimum of 2 years in a technical support or systems administration role maintaining high service levels in a demanding environment.
  • CCNA certification would be a plus
• Other Required Qualifications:
  • Ability to resolve critical issues in a time-sensitive manner, aware of requisite service levels.
  • Establish customer trust and confidence in Managed Services' knowledge and concern for customers’ business needs.
  • Balance multiple priorities simultaneously and adapt to changing customer needs while meeting deadlines.
  • Critical attention to detail and strong creative problem-solving skills.
  • Perform intermediate root cause analysis.
  • Strong organizational, analytical, and problem-solving skills.
  • Customer service-focused with a high level of professionalism.
  • Consistently follow policies and procedures.
  • Excellent verbal and written communication skills, with the ability to interact effectively with all coworkers and stakeholders, including leadership.
  • Prioritize work and handle multiple tasks in a fast-paced, diverse, and growth-oriented environment.
  • Know when to ask for assistance and be approachable, teachable, and a team player with a strong desire to continue learning.
  • Good time management skills and the ability to meet rigid and urgent assignment schedules.

Pay and Benefits

The pay range for this position is $22.00 - $27.00

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position will be accepting applications until Jan 4, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.