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Network Analyst Level 3

Network Analyst Level 3

 

The objective of the Level3 Network Analyst is to own complex and/or long-term incident tickets and work on them to resolution, interacting with vendor support, customers and other departments within Datavalet. They will also be responsible to oversee the stabilization phase for new customers, as they launch their networks.

The Level3 Network Analyst will execute complex level network changes, as determined by our Change Management Board. They will also participate as a technical SME on some customer facing calls where they will provide their expertise and knowledge from a purely technical perspective.

 Main Responsibilities:

  • Mitigation of incident tickets
  • Oversee new customer network launches during stabilization phase
  • Function as technical SME on customer facing calls
  • Execute complex level changes on customer networks
  • Participate in online technical community
  • Manage & maintain internal tools and labs

Responsibilities are broken down in to the following activities:

– Incidents & Service Requests

  • Work on incident tickets of varying technical natures
  • Work with our vendors and partners to ensure best approaches to incident remediation are taken
  • Work with our teams and departments on larger scale incidents that require a multi-faceted approach

– Change Management

  • Produce MOPs for other technical teams to execute changes (standard changes)
  • Produce MOPs for members of the Level3 team to execute (complex changes)

-Technical Community

  • Maintain knowledge on best-practices in the industry in terms of vendor features sets
  • Establish and maintain ties to key resources within the vendor spaces that we operate

-Lab/Sandbox Environment & Tools

-Establish and maintain the various tools and environments that assist NOC teams in executing their duties

  • Lab environments
  • Sandboxes
  • Test Centres

-Oversee stabilization phase of a newly deployed network from an operational perspective.

  • Initiating requests to Knowledge Management team for updating articles
  • Initiating Process Review for Issues identified by Incident Management teams

-In-scope Ticket Types:

  • Incidents – All priorities: Infrastructure Restoration
  • Service Requests – Change Management: Complex & Standard
  • Problem Management: Network-Related

Employment Requirements:

  • A minimum of 5 years of experience with LAN and WAN technical support
  • Cisco certification CCNP or equivalent
  • CWNA certification or equivalent
  • University degree or diploma in Information Technology or equivalent
  • Certifications in A+, Network+, and/or Security+ or equivalent
  • Knowledge and understanding of ITIL framework
  • An excellent understanding of network architecture standards.
  • An excellent operational understanding of problem resolution and maintenance to a wide range of LAN and WLAN network infrastructure.
  • Outstanding troubleshooting and problem-solving skills
  • An excellent understanding of IP networking and major network Operating Systems (Cisco and HP/Aruba preferred)
  • Extensive knowledge and hands-on experience configuring and supporting network switches, routers, firewalls and wireless LAN controllers in an enterprise environment
  • In-depth knowledge of DHCP, DNS, network topologies, protocols, and security components
  • Excellent interpersonal and communication skills
  • Ability to work effectively in a highly interactive and energetic team environment
  • Ability to self-direct and work under pressure
  • Continual upgrading of industry knowledge through research, formal education and vendor communication

Position details

  • Department: Operations
  • Location: Montreal
  • Reports to: Manager, Service Operations
  • Position Level: Champion