Network Analyst

Meriplex Communications - Houston, TX

Full-time

Houston, TX

Telecommunications

About the position

The Network Analyst is responsible for providing day-to-day network administration and troubleshooting support to customers. This role involves managing WAN and LAN technologies, including Velocloud SD-WAN, Firewall, Switching, Routing, and Wireless environments, while ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).

Responsibilities

• Provide professional IT support to customers with a focus on customer service aimed at high renewal rates.
• Manage internal and external client expectations.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Drive problem investigations and resolution as required.
• Function as frontline technical resource for 'best practice' solutions and update stakeholders on service operations.
• Provide assistance to junior Network Technicians, Network Professionals and Systems Administrators as required to resolve trouble tickets.
• Assist with Network Operations Center requests and trouble tickets on a scheduled rotation basis.
• Provide support for customer networks across multiple technologies and vendors including Velocloud SD-WAN, Meraki, Cisco, Juniper, Fortinet, and more.
• Monitor and Reporting duties using industry standard monitoring platform tools.
• Ensure incidents and problems are appropriately resolved or escalated.
• Implement and support current and future Managed Services contract obligations within stated SLA's.
• Resolve all tickets in a timely and professional manner while meeting expectations specified in customer Service Level Agreements(SLA).
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Train customers on standard features and use of installed Meriplex services.
• Ensure tickets meet expectations of customer Service Level Agreements (SLA).
• Accurately and completely update troubleshooting steps.
• Provide scheduled status updates on assigned tickets to appropriate stakeholders.

Requirements

• 1+ year telecom network experience required.
• Experience in telecommunications, customer support, or technical services.
• Hands on experience installing, upgrading, and maintaining UCaaS/VoIP products.
• Hands on experience with Routers, Switches, Wireless and Firewall technologies.
• Advanced understanding of network routing protocols (BGP, OSPF, etc.).
• Excellent problem solving, troubleshooting, and debugging skills.
• Strong analytical, problem-solving, project management and organizational skills.
• High integrity and strong business ethics.
• Strong customer service experience, excellent verbal and written communication skills.
• Able to work both independently with little supervision and in a collaborative team environment to complete job assignments.

Nice-to-haves

• Network and IT certifications are preferred including CCNA/CCNP, Microsoft, and VMWare.
• Excellent written and verbal communication skills.
• Strong interpersonal, oral, visual, and written communication skills for communications to technical and non-technical staff.