Network Operations Analyst

Position Summary:

The primary function of this role is to triage, diagnosis and remediate network systems and service, which includes triaging and remediating incidents related Wide Area Network (WAN) and Local Area Network (LAN) services. This role is responsible for the overall stability, security and sustainability of WAN, LAN and Customer Facing wi-fi infrastructure. This role interfaces directly with end users, technology partners and internal technology teams. Demonstrate the company s core values of respect, honesty, integrity, diversity, inclusion and safety.

Essential Job Functions:

Leverage experience and knowledge of WAN, LAN and WLAN infrastructure to triage, diagnosis and remediate wireless infrastructure incidents

Technical Subject Matter Expert on customer facing network environments and operations

Leverage experience and knowledge of wide area network routing protocols and devices and local area network switching protocols and devices to triage, diagnosis and remediate WAN and LAN network alerts to insure availability and mean-time-to-repair service levels agreements are achieved

Provide first level and second network operations for all WAN, LAN and wireless related incidents, Experience with SDWAN platforms

Triage and remediate VSAT, cellular and wired and wireless WAN and LAN incidents

Recognize and appropriately escalate high priority incidents quickly to proper network level 3 team

Provide critical network incident conference call facilitation and assistance

Create and review network device and network system change procedures and documentation

Perform proactive maintenance on network routers, switches, wireless access points and other network equipment

Network device implementation support and assistance for new network devices

Experience with applications like ServiceNow ticketing, WhatUp Gold, and Arista/Aruba networks

Assist with standard network requests to assist ETMs (Enterprise Technology Managers) in new store standup and installations

Behaviors/Skills:

Some of the behaviors needed to successfully perform this position are:

Leadership Behaviors:

Puts the Customer First - Anticipates customer needs, champions for the customer, acts with customers in mind, exceeds customers expectations, gains customers trust and respect.

Communicates Effectively and Candidly - Communicates clearly and directly, is approachable, relates well to others, engages people and helps them understand change, provides and seeks feedback, articulates clearly, actively listens.

Achieves Results Through Teamwork Is open to diverse ideas, works inclusively and collaboratively, holds self and others accountable, involves others to accomplish individual and team goals.

Leads Through Positive Influence Demonstrates strong character, builds partnerships, models a conscious balance between work and personal life, takes personal responsibility for own development, role models leadership qualities such as motivation, inspiration, passion and trust.

Coaches and Develops Others - Develops and cares about associates, builds effective teams, helps people be their best, values and manages diversity, provides candid and constructive feedback.

Leads Change and Innovation - Challenges the status quo, embraces technology, puts forward creative ideas, champions and implements process improvements, gathers the ideas of others, demonstrates good judgment about which ideas will work.

Executes with Excellence - Is action oriented, drives for results, sets clear expectations and milestones, reviews progress, acts decisively, solves problems, can be counted on to consistently meet or exceed goals.

Provides Clear and Strategic Direction - Plans and organizes well, sets a clear and simple course of action, stays focused on the most important priorities, has the ability to visualize and plan for the future, understands the industry and marketplace.

Safety Awareness -Identifying and correcting conditions that affect employee safety; upholding safety standards.

Key Responsibilities

Minimum Position Qualifications/Education Requirements:

3-5 years of experience working in network technologies

3-5 Experience with wi-fi and wireless infrastructures

Experience and knowledge of Network routing and switching protocols required

Good customer service skills required.

Experience in troubleshooting routers and Hewlett-Packard switches a plus

Familiarity and experience with SDWAN Platforms

Experience with Extreme Network wireless access points a plus

Highly motivated and service oriented

Must be self-motivated and capable of working with minimal supervision

Must be able to work within a team environment and/or individually

Excellent organizational, multi-tasking, and teamwork skills.

Previous experience with network monitoring tools a plus

Desire to learn new technologies and keep technical skills current

Strong communication skills both verbal and written required

Requires weekend coverage and night coverage

Desired Previous Job Experience/Education:

Experience in troubleshooting Linux based/Cisco/Arista network routers and Aruba/Cisco switches

Familiarity and experience with XIQ wireless access points

Experience with Aruba EdgeConnect SDWAN Platform

Experience and familiarity with Linux Operating system a plus

Previous experience with network monitoring tools

Potential Career Path from this position:

Network Engineer

Sr. Operations Analyst