Tier 2 Network Support Analyst

Job Description:

We are looking for a skilled Tier 2 Network Support Analyst to join a team supporting a public sector client's enterprise network infrastructure. The successful candidate will be responsible for ensuring the high availability and reliability of critical network services. This role requires a deep understanding of network transmission principles, various technologies, and strong problem-solving abilities. You will be part of a team dedicated to maintaining and enhancing a complex network environment.

Major Responsibilities:

• Provide advanced troubleshooting to rapidly identify and address network issues.
• Diagnose problems in a multi-layered technology environment.
• Gather and maintain detailed knowledge of the end-user's organization and operations to determine data communications needs.
• Develop and maintain a comprehensive inventory of network equipment and services.
• Work with various testing equipment and software for network equipment repair and maintenance.
• Monitor network environments using tools such as Paessler PRTG, Cisco Prime, QoS BitB, Plixer Scrutinizer, Cacti, Splunk, etc.
• Keep detailed records of work activity.
• Interpret network practices, diagrams, specifications, drawings, and service orders.
• Perform tasks related to network operation, including provisioning, change management, and problem resolution.
• Dispatch to client locations for installation, replacement, or repair of equipment.
• Assist in the evaluation and response to cybersecurity incidents.
• Assist with disaster recovery of network components.
• Handle trouble and request tickets received from the IT Service Center, ensuring timely resolution and customer satisfaction.
• May be required to work off-hours, including weekends, holidays, and overtime; may be responsible for being on-call in case of an emergency.
• Travel to any location within the client's state of operation on short notice, including evenings and weekends.

Minimum Education and Work Experience:

• BS/BA in a related technical or business field AND 3 years of work-related experience, OR a minimum of 5 years of work-related experience.
• AND candidates must possess:
• Three (3) years of experience, obtained within the past 5 years, designing, implementing, and supporting Cisco network devices.
• Three (3) years of experience, obtained within the past 5 years, designing, implementing, and supporting dedicated WAN networks using MPLS/VPLS/VPN connections.
• Three (3) years of experience, obtained within the past 5 years, designing, implementing, and supporting Palo Alto firewalls.
• Three (3) years of experience, obtained within the past 5 years, troubleshooting general network issues and assisting end-users with tools such as Wireshark and tcpdump.
• Three (3) years of experience, obtained within the past 5 years, with managing and monitoring network security tools (IDS/IPS, Snort, Splunk, etc.) and practices (CVE mitigation, incident response, log analysis, etc.).
• Three (3) years of experience, obtained within the past 5 years, designing, implementing, and supporting VPN tunnels, both site-to-site and client-based.
• Two (2) years of experience, obtained within the past 3 years, supporting communication services such as VOIP phones/infrastructure, Unified Communications as a Service (UCaaS), videoconferencing, audiovisual connectivity, etc.
• Two (2) years of experience, obtained within the past 3 years, with an enterprise network monitoring tool such as PRTG, cacti, Scrutinizer, etc.
• Two (2) years of experience, obtained within the past 5 years, with an enterprise network mapping/visualization tool such as NetBrain, BitB, etc.
• One (1) year of experience, obtained within the past 3 years, with configuration of cloud networks in Oracle Cloud Infrastructure (OCI), Azure, AWS, etc., and direct connectivity via solutions such as Microsoft Express Route, Oracle FastConnect, etc.
• One (1) year of experience, obtained within the past 3 years, with SDWAN design and configuration with Palo Alto solution.
• One (1) year of experience, obtained within the past 3 years, implementing and supporting Cisco Meraki devices.

Desired Certifications:

• CCNA or CCNP Certification
• PCNSA or PCNSE Certification