Network Support Analyst/Network Engineer/SME

Job Description: Tier 2 Network Support Analyst

Position Overview

The Tier 2 Network Support Analyst is responsible for providing advanced troubleshooting and support for network systems. This role requires extensive knowledge of network transmission principles, customer applications, and solid troubleshooting techniques. The analyst will work closely with the IT Service Center to resolve issues and ensure customer satisfaction.

Key Responsibilities:

• Customer Knowledge:
• Gather and maintain detailed knowledge of the customer s organization and operations to accurately determine data communication needs.
• Network Monitoring:
• Utilize existing and new monitoring systems (e.g., Paessler PRTG, Cisco Prime) to monitor various network environments effectively.
• Troubleshooting:
• Diagnose and resolve complex network issues using tools such as Wireshark and tcpdump, ensuring minimal disruption to services.
• Documentation:
• Keep detailed records of work activities, including troubleshooting steps, resolutions, and customer interactions.
• Interpret and analyze network practices, diagrams, specifications, drawings, and service orders.
• Emergency Response:
• Be on-call for emergencies and assist in disaster recovery efforts for network components as needed.
• Customer Satisfaction:
• Ensure timely resolution of trouble and request tickets received from the IT Service Center, maintaining high levels of customer satisfaction.
• Collaboration:
• Work with other IT staff to provide support for various network-related projects and initiatives.

Minimum Qualifications

• Education:
• Bachelor s Degree (BS/BA) in a related technical or business field, or equivalent professional experience.
• Experience:
• Minimum of 3 years of experience in the following areas:
• Designing, implementing, and supporting Cisco network devices.
• Supporting dedicated WAN networks using MPLS/VPLS/VPN connections.
• Managing and troubleshooting Palo Alto firewalls.
• General network troubleshooting and assisting end users with network-related requests.
• Technical Skills:
• Strong knowledge of network protocols, including TCP/IP, SNMP, OSPF, BGP, VPLS, and VRF.
• Experience with network monitoring tools (e.g., PRTG, Cacti) and performance analysis tools (e.g., Splunk).
• Communication Skills:
• Excellent oral and written communication skills for effective interaction with customers and team members.
• Transportation:
• Must possess reliable transportation for travel within New York State, including evenings and weekends as required.

Location Requirement

• Candidates must be local to Albany, NY and able to travel within the state on short notice.

Job Description: Network Engineer/Subject Matter Expert (SME)

Position Overview

The Network Engineer/Subject Matter Expert (SME) is responsible for the planning, development, implementation, and maintenance of network software and equipment. This role requires collaboration with IT leadership and network staff to ensure that the network infrastructure meets the business needs effectively and securely.

Key Responsibilities:

• Technical Support:
• Manage objectives necessary to accomplish assigned work and develop business models, systems, and technological architecture.
• Network Architecture:
• Review, recommend improvements, and assist in optimizing existing network architecture regularly.
• Assist in the planning and design of new on-premises and cloud network infrastructure as required by new projects or identified efficiencies.
• Network Maintenance:
• Develop and maintain maps, drawings, and diagrams of the customer s network to anticipate, analyze, and resolve potential problems.
• Work to improve maintenance processes and reduce customer-affecting network incidents.
• Change Management:
• Coordinate and implement software code upgrades in all network equipment during appropriate maintenance windows following change management processes.
• Coordinate the installation and removal of network equipment being displaced or replaced following established procedures.
• Documentation:
• Develop and author standards of network services that define all aspects of the product.
• Document the standard hardware and software configurations of each product and service and develop standard operating procedures for network staff.
• Collaboration:
• Work closely with the OAG IT network team to meet the group s objectives and provide status updates to ensure standardization of maintenance processes.

Minimum Qualifications

• Education:
• Bachelor s degree in engineering, Computer Science, Telecommunications, or Operations Research, or equivalent experience (10 years in a multisite data center environment).
• Experience:
• Minimum of 5 years of experience in the following areas:
• Network systems engineering, design, and management.
• Experience with Cisco and Palo Alto firewalls, focusing on security, efficiency, and intrusion prevention/detection.
• Broad knowledge of SDWAN implementations and UCaaS/Contact Center integration.
• Technical Skills:
• Detailed knowledge of TCP/IP network addressing (IPv4 and IPv6) and experience with protocols such as OSPF, BGP, MPLS, and VRF.
• Expertise in troubleshooting complex network issues, including asymmetric routing, latency, and VLAN configurations.
• Project Management:
• Experience in managing network projects, including planning, design, and documentation of network services.
• Communication Skills:
• Strong interpersonal and communication skills for collaboration with IT leadership and network staff.
• Transportation:
• Must possess reliable transportation for travel within New York State, including evenings and weekends as required.

Location Requirement

• Candidates must be local to Albany, NY and able to travel within the state on short notice.