Network Support Analyst LightEdge Solutions
Provide courteous and professional service support to LightEdge clients both internal and external. Ensure high availability and stability of client services.
Provide client support and technical issue resolution via telephone, e-mail, and other electronic communication methods
Identify, correct, and advise on incidents related to client services
Escalate service requests and incidents as required
Continually monitoring the health of the company?s Managed Network Services infrastructure, responding quickly to problems, and proactively troubleshooting irregularities before they become service-impacting issues
Document and communicate service disruptions to the client and LightEdge management
Understand the LightEdge service catalog
Participate in after-hours (24x7) support on-call rotation
Other duties as assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associate degree in Information Technology or a related discipline preferred, an equivalent combination of education and work experience may be considered
CCNP Certification preferred
2-3 years of experience with networking and support of Cisco routers, switches, and firewalls
Experience configuring and deploying Cisco routers, switches, and firewalls
Experience troubleshooting routing protocols: BGP, OSPF, EIGRP, etc.
Experience troubleshooting applications and network issues using a network protocol analyzer preferred
Experience troubleshooting T1, DSL, Ethernet, and Cable circuits preferred
Experience troubleshooting VoIP telephony preferred
Occasional travel may be required
Excellent telephone and personal customer service skills required
Ability to communicate in a professional and friendly manner with customers in written communication
Excellent communication and interpersonal skills for work in a collaborative team environment
Ability to multi task and operate with minimal supervision, adjusting priorities accordingly
Able to maintain professional demeanor under stress
Demonstrated willingness to learn and adapt to changes in technology
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand, walk, and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision.
||666 Walnut Street |
Des Moines, IA 50309