[Hiring] Analyst I, Network Remediation @Logically

Role Description

The Network Remediation Analyst’s primary responsibility is to provide technical support and to troubleshoot network-related problems for Logically's customer base daily. The role will include:

• Solving basic network connectivity issues
• WAN failure remediation
• Working with customer ISPs
• Providing suggestions to customers to meet their needs and concerns about network-related incidents

The schedule for this role is a 12-hour rotating shift which will require work every other Friday, Saturday, and Sunday consecutively.

Job Duties & Responsibilities

• Provide best in class customer service to Logically’s customer base
• Adhere to company values while following best practices and operational procedures
• Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
• Install, configure, and maintain network services, equipment, and devices
• Provide RMA assistance to customers with hardware failures
• Make proper firewall configuration changes, including NAT policy setups, rule additions, VPN setup client-based, and site-to-site, content filter configuration and security service management regularly
• Mitigate the risk of any outages by handling in a prompt and efficient manner
• Monitor service requests and call queue to ensure service levels and KPIs are met
• Perform periodic system audits
• Upgrade, install, and troubleshoot networks, networking hardware devices, and software
• Implement troubleshooting analysis of firewalls, workstations, and associated systems
• Perform basic systems testing and operational tasks including configuration, outage remediation, and firewall performance analysis
• Make modifications to network resources to optimize utilization and efficiency
• Provide technical assistance, training, and ongoing support to ensure customer satisfaction
• Document all actions under standard company policies and procedures
• Ensure compliance with departmental and customer satisfaction standards

Qualifications

• Associate's Degree or commensurate professional experience
• Preferred certification in Network+ and/or Security+
• 1-3 years of experience in a professional business environment, preferably in the information technology space
• Willingness to work alternate shifts as required to support the 24/7 operation
• Ability to grasp new and technical concepts quickly, and stay current with technology
• Basic understanding of firewall policies, security standards, and managing rulesets
• Experience with and ability to provide professional customer service
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
• Business acumen; translating business requirements into related solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment
• Team player mentality and willingness to share knowledge with others

Location

Dublin, Ohio (Remote)

Department

270000 - Cybersecurity Solutions & Deployment

Employment Type

Full-Time

Minimum Experience

Mid-level