Network Operations Analyst I - Service Desk - Hybrid

We are currently seeking a friendly and experienced Network Operations Analyst to join our Information Technology and Services team.

As a Network Operations Analyst, you will play a crucial role in maintaining a reliable and efficient network infrastructure.

You will work closely with other IT professionals to ensure that the network is secure, accessible, and operating at its best.

You will also be responsible for analyzing network performance data, identifying areas for improvement, and developing and implementing solutions to address any issues that arise.

Description : *Service Desk provide 24 / 7 coverage of Network Operations Center and play a fundamental role in ensuring we meet or exceed the expectations of all clients as defined in our service level agreements.

Service Desk apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients.

Service Desk are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging service offerings.

They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills*Key Areas of Responsibility* Understand and Deliver Managed Service offerings as outlined in the Service Descriptions and Service Catalog Understand and follow the processes and procedures defined in the Standard Operating Procedures manual (SOP).

Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.

Provide detailed and effective communication to internal and external customers Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.

Provide 24 X 7 support to critical systems and ensure availability objectives are met. Provide alert response as well as email and telephone technical support for data center and managed services clients Take ownership of the incident / request and drive it to resolution Document and track troubleshooting steps, incident solutions and support requests Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution Guide and mentor less experienced teammates by providing technical support, training, and direction Document and record time*Responsibilities* As a Service Desk Supervisor provide Entry Level technical services with supervision from Supervisors, Team Leads, and Technology Owners Ability to follow through with tasks, projects, troubleshooting with supervision.

Handles several tasks simultaneously (ie : troubleshoots and develops internal network, responds to emergencies). Communicates with Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).

Responds to all customers professionally and courteously and relays any customer questions or concerns to manager. Assist in creating and documenting policies and procedures.

Understand SLAs in a production environment and proactively strive to meet the commitments. Provide support to Service Account Managers, Situation Managers, Project Managers and product developers.

Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.

Supports and conducts self in a manner consistent with customer service expectations.The information in this position description is intended to convey information about the key responsibilities and requirements of the position.

It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity.

Responsibilities are subject to change.*Qualifications* BA / BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline;

equivalent experience acceptable. Associate’s degree in a computer-related field, plus one year of experience in a relevant technical role, OR If no post secondary degree, a minimum 2 years in a technical support or systems administration role maintaining high service levels in a demanding environment About TEKsystems : We're partners in transformation.

We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.