Introduction to arenaflex and the Industry
arenaflex is a leading organization in the industry, committed to providing exceptional service and ensuring seamless operations. As a key player in the network support sector, we recognize the importance of having a robust and reliable network infrastructure. Our team of skilled professionals works tirelessly to maintain and improve our network systems, ensuring minimal downtime and optimal performance. If you are a motivated and skilled individual with a passion for network support, we invite you to join our team as a Network Support Analyst.
Job Overview
As a Network Support Analyst at arenaflex, you will be responsible for ensuring the smooth operation of our network systems, identifying and resolving network issues, and providing exceptional customer service to our clients. You will work closely with our team of experts to design, implement, and maintain our network infrastructure, ensuring that it meets the highest standards of performance and reliability. Your expertise will be crucial in maintaining our network systems, troubleshooting issues, and providing technical guidance to our customers.
Key Responsibilities
- Design and deliver Cisco hardware solutions to meet the needs of our clients
- Review and process Network Trucks satisfaction requests, ensuring timely and effective resolution
- Support and process Network Trucks project tasks, collaborating with cross-functional teams to achieve project goals
- Attend scheduled training sessions to ensure the ability to support existing and future state network conditions, including Stockroom, Warehouse, Data Center, Local Office, Colocation, and Cloud
- Understand and apply ITIL/Trucks incident, problem, change, knowledge, and request processes to ensure effective incident management
- Suggest or implement improvements for team processes and procedures, driving continuous improvement and excellence
- Ensure comprehensive, accurate, and complete incident documentation, providing detailed records of incident resolution
- Provide guidance and direction to customers, teams, and other support personnel regarding day-to-day activities, project drives, deployment activities, and support issues
- Build and maintain collaborative, effective relationships with stakeholders, ensuring open communication and effective issue resolution
- Provide replies to clients by identifying issues, researching answers, and guiding clients through remedial steps
- Provide essential technical support, ensuring compliance with established guidelines and procedures for performance monitoring
- Fix issues in LAN infrastructure, testing, and configuring software to ensure optimal network performance
- Assess network performance to improve the network, identifying areas for optimization and implementing improvements
- Plan upgrades and maintenance without disrupting business workflow, ensuring minimal downtime and optimal network performance
- Provide technical direction and give network systems training to associates, ensuring that they have the skills and knowledge needed to perform their roles effectively
- Work with vendors to obtain required equipment for networks and systems, ensuring that all hardware and software meet the highest standards of quality and performance
- Identify, analyze, and resolve network switching and transmission system issues, minimizing the impact on customer service and ensuring prompt resolution
- Differentiate between primary and secondary network failures, prioritizing issues and resolving them in a timely and effective manner
- Operate the Network Support incident line, including opening, prioritizing, investigating, following-up, advising, escalating, communicating, reporting, and pulling in additional resources as needed for incident resolution
- Answer and contribute to Network Support hotline calls, supporting end-users and minimizing business disruption
- Answer Network Support email requests and demands, providing prompt and effective resolution to customer inquiries
- Work out Network Support proactive daily task list, ensuring that all tasks are completed in a timely and effective manner
- Delegate assigned tasks in Smartsheet, ensuring that all tasks are completed and that progress is tracked and monitored
- Lead and participate in weekly team meetings, contributing to discussions and ensuring that all team members are informed and aligned
- Open and monitor Cisco TAC cases on faulty Cisco hardware, ensuring that all issues are resolved promptly and effectively
- Review and supervise corporate office data storerooms, ensuring that all equipment and software are properly maintained and updated
Essential Qualifications
- Minimum 1-year experience in a support-related field or 1-year organizational experience with network training
- Basic understanding of Ethernet, Fiber, Frame Relay, AVPN, ISDN, Dedicated IP, and Routing protocols
- Basic knowledge of network hardware and software, including routers, switches, and wireless controllers
- Basic understanding of subnetting, VLANs, and network topology
- Excellent written/verbal communication skills, phone etiquette, and customer service skills
- Advanced skills in troubleshooting and analysis with incidents and issues
- Experience or understanding of ITIL/Trucks incident, problem, change, knowledge, and request processes
- Demonstrated strong work ethic and positive, mature, professional attitude
- Self-motivated and able to work independently with little supervision
- Process-oriented, understands the benefits of processes, and the need for compliance
- Able to explain or convey technical terms to non-technical audiences
- Effectively seek, suggest, or implement improvements for team processes and procedures
- Able to work well under pressure and within time constraints
- Creative, innovative, and highly responsive with a strong desire to keep learning
- A team player who works collaboratively with others, sharing ideas, collaborating, and putting team objectives first
- Demonstrated strong organizational skills to meet tight deadlines
- A strong understanding of Google Suite
- Occasional travel may be required
- Able to support off-hours work as required, including weekends, holidays, and 24/7 on-call responsibilities on a rotational basis
Preferred Qualifications
- Minimum 1-year arenaflex distribution center/warehouse operations experience
- Good understanding of arenaflex business distribution center and warehouse equipment
- Basic knowledge of Network monitoring tools to aid in issue identification and resolution
- Studying for or having CCNA certification
- Networking degree
- ITIL Foundation Certification
- Knowledge of scripting languages (Python, Google Apps Script, etc.)
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Network Support Analyst, you will have access to a range of training and development opportunities, including on-the-job training, mentorship programs, and formal education and certification programs. You will also have the opportunity to work with a talented team of professionals who are passionate about network support and committed to delivering exceptional customer service.
Work Environment and Company Culture
arenaflex is a dynamic and innovative organization that values diversity, inclusivity, and teamwork. Our work environment is fast-paced and collaborative, with a focus on delivering exceptional results and providing outstanding customer service. We believe in fostering a culture of openness, transparency, and respect, where all employees feel valued, supported, and empowered to contribute their best work.
Compensation, Perks, and Benefits
arenaflex offers a comprehensive package of benefits, including competitive pay, paid time off, medical benefits, and a range of other perks and incentives. Our compensation package is designed to recognize and reward your contributions to the organization, while also providing you with the support and resources you need to thrive in your role.
Conclusion
If you are a motivated and skilled Network Support Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity with arenaflex. With your expertise and our commitment to excellence, we can work together to deliver exceptional network support and customer service to our clients. Don't miss out on this opportunity to join a dynamic and innovative organization and take your career to the next level. Apply now and become a part of the arenaflex team!
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