Network Support Analyst
Major Responsibilities:
The Network Support Analyst will play a crucial role in managing and maintaining the LAN/WAN infrastructure and related network services within the organization. Their responsibilities include:
1. Network Design and Architectural Support: Collaborate in the design and architecture of LAN/WAN infrastructure to ensure efficient and reliable network services.
2. Video Conferencing Technical Support: Provide technical support for video conferencing systems, ensuring seamless communication for the organization.
3. VOIP Network Telephony Support: Maintain and support the organization's VOIP telephony network, ensuring clear and uninterrupted voice communication.
4. Wireless Network Support: Oversee the wireless network infrastructure, ensuring coverage, security, and optimal performance.
5. Provisioning, Operation, and Support: Manage the provisioning, operation, and support of LAN/WAN services, including site and plant networks.
6. Incidents/Problem Resolution: Take responsibility for addressing and resolving network incidents and problems according to defined service levels.
7. Asset Management: Manage LAN/WAN asset installation, moves, adds, and changes, maintaining accurate records.
8. Capacity Management and Planning: Monitor network capacity, plan for future needs, and implement necessary upgrades.
9. Commissioning and Testing: Conduct testing and commissioning activities for network changes, updates, and disaster recovery plans.
Deliverables/Quality of Service:
The Network Support Analyst is expected to deliver the following:
1. Certified Cabling Plan: Maintain and update cabling plans for the network infrastructure.
2. Performance and Capacity Reports: Generate reports on network performance and capacity.
3. LAN/WAN Asset Refresh Plan: Develop and implement plans for updating network assets.
4. Network (LAN/WAN) Architecture Diagrams: Create and maintain architectural diagrams for LAN/WAN infrastructure.
5. Configuration Records: Maintain records of network device configurations.
6. IOS Images: Ensure network devices are updated to current vendor releases.
7. 24/7 On-Call Support: Share responsibilities for 24/7 rotational on-call support with the Network Support Team.
Qualifications & Experience:
The Network Support Analyst should possess the following qualifications and experience:
– Education & Certifications: A minimum of 6 years of relevant experience. Cisco-related certifications such as CCNA, CCNP, and CCSP are required. Demonstrated continuous improvement and certifications related to Cisco/Tandberg equipment are preferred.
– Experience with Cisco Equipment: Proficiency in managing and maintaining Cisco networking equipment is essential.
Key Activities:
Key activities of the Network Support Analyst include:
– Operating, maintaining, and supporting LAN/WAN services, including Cisco Firewalls, Solarwinds, CA Tool Suite, and more.
– Implementation of software patches, upgrades, and hardware or software refreshes.
– Coordination of responses to network service requests and performance issues.
– Real-time monitoring of network metrics using various tools and standards.
– Security monitoring through firewall agents and intrusion detection systems.
– Asset installation, moves, adds, and changes according to defined processes.
– Network security compliance with company policies and standards.
– Service management, including performance monitoring, service agreements with third parties, and reporting.
– Critical network metrics capture and reporting for performance analysis.
– Testing, commissioning, and disaster recovery planning for network components.
– Collaboration with third-party vendors for network recovery activities.
This Network Support Analyst role is critical in ensuring the organization's network infrastructure remains secure, reliable, and efficiently supports its operations.