Network Analyst (m/w/d)

Role purpose

The Command Center Network Operations Analysts are responsible for initial diagnosis using remote management tools and assigning incidents / requests / changes that have not been resolved / implemented during the initial support process to higher level resolver groups.
Retain ownership of the ticket, remaining responsible for ensuring that the issue continues to be progressed and escalated in accordance with service level targets.
Gathering data and providing progress updates to the customer and internal support teams throughout the life of an incident.

Key responsibilities /outcomes

• Incident queue monitoring and recording
• Initial support and classification, correlating events and performing initial fault diagnostic
• Communication within the organization
• Routing requests to recovery groups when incidents are not resolved during initial support
• Monitoring the status and progress toward resolution of all open incidents
• Keeping affected customer informed about progress
• Escalating if necessary
• Resolution and recovery of incidents not assigned to resolver groups
• Resolution confirmation and closure of incidents
• Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures
• Participate in change management activities following industry best practices

Requirements

• Fundamental knowledge on LAN, WLAN and WAN technology domains gained in a lab / live environment
• Cisco CCNA or equivalent certification is preferred
• Have a working knowledge of MS Outlook and related applications
• Fluency in English (will be tested prior to the interview)
• Solid troubleshooting, problem solving, and analytical skills
• Enterprise networking and security (routing and switching protocols, network architecture, connectivity options, network management, remote access, etc ) Ability to prioritize effectively and work with a sense of urgency
• Ability to work independently with a significant “attention to detail”
• Ability to manage issues and projects to consistently meet deadlines
• Basic understanding of firewalls, load balancers
• Ability to identify and analyze complex problems and decompose into actionable and measurable plans
• Self-motivated, strong initiative to learn and be customer focused
• Have a positive attitude towards working shifts: our operations are 7 x 24 hours – details need to be discussed
• Have an aptitude for quick learning of technical and procedural topics plus the ability to work on multiple, dissimilar activities simultaneously
• ITIL foundation knowledge will be considered an advantage
• Have excellent customer service skills
• Be a stress resistant team player with a self-starting, self-motivating and self-learning work approach
• Familiarity with one or more ITSM platforms