Title: Network Analyst – Technical Operation Center (TOC) – Tier 2

Status: Contract to Perm

Hours: M-F 3 PM – 12 AM | occasional 12-hour overnight shift | Overtime available

Location: Alpharetta, GA

Hybrid Schedule | one to two nights per week in TOC

Compensation: $75-90K (non-exempt)

Technical Operation Center (TOC) Network Analyst – Tier 2

The Technical Operations Center (TOC) is the first point of contact for technology issues across multiple departments including IT infrastructure, telecommunications, network, systems, field controls, and SCADA providing 24x7x365 call support.

A TOC Analyst is responsible for performing tier 2 incident resolution work related to multiple technical disciplines including, networks, servers, voice, physical and cybersecurity, and industrial controls systems. An analyst is expected to engage and learn all current technologies utilized and will be given the access and opportunity to do so. Additionally, the analyst role includes monitoring and learning about future technologies to offer opinions and engage in planning to bring in new technologies for business purposes.

The analyst performs their daily work in compliance with safety policies and procedures. The analyst demonstrates core values of Safety, Personal Integrity, Respect, Innovation and Teamwork in completing work assignments.

Essential Job Functions and Responsibilities

Technology Operations Center

- Conducts technology monitoring and support

o More than 200 network sites including MPLS, IP Satellite, radio and cellular

o 1000+ networking devices including routers, switches and firewalls

o Designated servers, systems and applications as needed

o Cyber security awareness and alerting

o IP connected IoT devices and machinery

o Voice communications including VoIP systems, PRI’s, POTS, etc.

- Continually works to resolve, identify trends and improve systems stability and reliability

- Works with internal customers, vendors, and support personnel to achieve maximum uptime on critical technology

- Escalates issues internally to TOC Engineers in Tier 3. Will sometimes escalate to Network Engineering

- Works with external vendors and service providers to resolve issues

- Coordinates resources between departments, service providers and operations

- Verifies, corrects, and creates SOPs and technical documentation for TOC

- Maintains accurate, timely, and detailed incident tickets notes in Remedy

- Isolates and resolves faults through procedures or via researching and troubleshooting issues

- Ability to update configurations to restore service or compliance

- Responsible for some administration of Infrastructure/Network monitoring and management tools

- Ability to initiate and manage vendor support (such as Cisco TAC, Microsoft Premier, or CheckPoint Support) cases

Key Job Responsibilities/Accountabilities/Authority

- Able to work effectively and efficiently with little to no supervision

- Provides excellent customer service

- Communicates effectively with team, customers, management, and vendors

- Monitor circuits, networks, systems, IoT and business applications

- Provides Tier 2 support for networks, servers, systems, applications and on occasion PC issues

- Able to identify issues, capture details of outage and degraded issues

- Coordinates escalation to Engineering resources and follows through to resolution of the issue

- Performs proactive Problem Management as per ITIL

- Follows policies, procedures, standards, and guidelines

- Follows Change Management and Change Notification procedures

- Develops reports as needed

- Performs other assignments necessary to grow personal value and accomplish departmental goals

- Grow professional knowledge, value, and skillset

- Workload Distribution (Percentages May Vary)

o 10% - Administrative

o 20% - Project and Strategy

o 70% - Incident Resolution through analysis and investigations

Nothing in this job description restricts management’s rights to assign or reassign duties and responsibilities, nor does it exclude or restrict tasks that may be assigned, and is subject to change at any time.

Required Education

High School

Preferred Education

Technical Degree or equivalent work experience

Required Experience

3+ years in related role (NOC/SOC/TOC, IT Operations Center experience)

Required Certifications

Working on CCNA

Preferred Certifications

CCNA, CCNP, NETWORK+, Cyber Security Certs

Skills

40% Soft Skills

- Solid communication Skills, written & verbal

- Analytical Skills

- Organization skills

60% Professional and Technical Skills

Based on Knowledge Scale – Entry level, Novice, Intermediate, Proficient, Expert

- Intermediate or above knowledge of OSI model, WAN and LAN connectivity, TCP/IP

- Intermediate or above knowledge of network routers, switches, and wireless infrastructure (preferably Cisco)

- Intermediate or above understanding of routing protocols and VLANS

- Intermediate or above understanding of configuration updating and editing of network equipment

- Intermediate or above understanding of data and voice communications

AND

- Intermediate or above working knowledge of Network of Infrastructure Monitoring and Management Systems

- Intermediate or above experience with Ticketing/Help Desk systems (RemedyForce a plus)

- Experience working with LECs, ISPs, and other 3rd party vendors or service providers

- Creation and maintenance of technical documentation and standard operating procedure manuals including online media

- Strong PC troubleshooting experience

- Learning and teaching what you have learned

- Novice or above knowledge and understanding of Linux operating system a plus

Job Types: Full-time, Temporary

Pay: $42.00 - $49.00 per hour

Schedule:

• 8 hour shift
• Evening shift

Shift availability:

• Night Shift (Preferred)

Work Location: One location

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