Network Support Analyst

Job Description:

The Network Support Analyst will provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. Strong communication, resourcefulness, and articulation in communicating identified issues and resolution steps are vital.

• Primary Escalation Point: Act as the primary escalation point for all service management incidents and requests.
• Customer Communication: Provide excellent verbal and written support in resolving incidents with customers.
• Status Updates: Provide concise and clear updates to customer service requests and incidents promptly.
• Recurring Incidents: Identify recurring incidents within a customer’s environment and work with the customer to provide solutions for complex technical issues.
• Documentation: Document resolutions and proactive status updates clearly for customers and team members.
• Technical Guidance: Provide guidance and constant improvement of technical acumen for frontline staff.
• Collaboration: Work closely with Level 3 support to stay current on technology trends and IT concepts.
• Process Improvement: Collaborate with customers and teammates to identify improvement areas in capabilities and processes.
• Urgent Resolution: Resolve customer requests and incidents with a high sense of urgency and ownership.
• Teamwork: Be a team player focused on collective improvement and growth.

• Minimum 3 to 5 years of experience working within an IT Support environment
• Proven experience in network analysis and monitoring.
• Strong understanding of network protocols (e.g., TCP/IP, BGP, OSPF).
• Knowledge of network security measures and firewall management.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CCNA, CompTIA Network+) are a plus.

• Monitoring Tools: Experience using monitoring tools specifically for network, firewall, and load balancing (e.g., ScienceLogic).
• Certifications: Relevant certifications such as Fortigate NSE4 Certified, Network+, Security+, CCNA, Microsoft MCP or MCSA.
• Education: AA, BS, or High School Diploma and actively pursuing an advanced degree in the technology field.
• Command Line Tools: Experience with command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash, or VBScript skills are a plus) for network, firewall, and load balancing configurations.
• ITIL Foundations: Familiarity with ITIL foundations.
• Technical Experience: Current experience applying troubleshooting techniques across various network, firewall, and load balancing technologies.

• Computer Usage: Requires use of computer and keyboard.
• Sitting/Standing: May require extended periods of sitting or standing.
• Phone Usage: Requires heavy usage of phone.

Base Pay Range: Hourly salary range offered for this position is estimated to be $28 - $32. However, the actual pay range depends on each candidate’s experience, location, and qualifications. 

Shift Schedule: The shift for this position will be Sunday through Wednesday, 6:00 PM to 6:00 AM.

#LI-Hybrid

Not meeting every single requirement? No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!

Benefits of working at Flexential:    
•    Medical, Telehealth, Dental and Vision  
•    401(k)  
•    Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)  
•    Life and AD&D  
•    Short Term and Long-Term disability  
•    Flex Paid Time Off (PTO)  
•    Leave of Absence  
•    Employee Assistance Program  
•    Wellness Program  
•    Rewards and Recognition Program  

Benefits are subject to change at the Company's discretion.  

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EEOC Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.