Network Support Analyst-4

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!




Overview



TNS has an exciting role for an Network Support Analyst within our Network Operations Department. In this challenging role you will work as part of a 24/365 team supporting TNS customers and services, and our global IP network. You will be responsible for handling technical incidents, troubleshooting activities with some proactiveness and ensure high availability and SLA adherence of the network services.




Responsibilities




Primary Duties and Responsibilities:

• The Network Support Analyst will answer incoming phone calls from customers and document, isolate and resolve network and customer specific incidents. This person is responsible for accurate ticket updates and timely communication during the lifecycle of the ticket both internally and externally.


• The Network Support Analyst will work closely with the Technical Support Team and desk management to resolve issues.


• The Network Support Analyst will ensure that the TNS network and customers are monitored to proactively identify and prevent potential incident impacts.


• The Network Support Analyst will ensure that incidents are managed effectively through the execution of the established incident management process, a focus on ticket management quality, and effective escalation and communications.

• 3-5 years' experience in operations support environment


• 3-5 years' experience with troubleshooting circuits


• Direct experience configuring and troubleshooting Cisco routers and switches


• Cisco IOS experience and familiarity with TAC case management and escalation process


• MPLS experience


• Routing protocol troubleshooting experience (BGP, IS-IS, OSPF, EIGRP)


• Network Address Translation experience


• Solid written and verbal skills


• Direct customer service experience required


• Availability to work overtime shifts to maintain divisional coverage and to attending training sessions


• Understand and manage the pressure of a 24x7customer support environment.

• Experience with multicast and complex MPLS environments.

• CCNA Certification.


• B.S. (or equivalent) in Information Technology, Computer Science, or other technical disciplines.

• Availability for maintaining service coverage or attending training.


• Ability to manage competing priorities and maintain service quality during high-severity incidents.