Sr. Coordinator, NOC (Level 2 Support)

Overview  

The Level 2 Network Support Senior Analyst position exists within Interface Security System’s Managed Network Operations Center, which is focused on providing enterprise-scale network customers with a world class support experience.  Interface provides this portfolio of customers with a diverse bundle of managed communications, networking, and security solutions.  Those managed solutions include Internet, Phones, VPNs, WiFi, integrated backup, LAN switching, security alarm monitoring, and video services. This role engages with those customers and technologies directly. 

The Level 2 Network Support Senior Analyst is a technical leader within the organization and plays a key role in the expedient resolution of all associated voice/data network service impairments.  This senior role also orchestrates internal teams, external vendors, and acts as the primary endpoint for technical escalation and fault isolation for customer network-driven events,  

The Level 2 Network Senior Analyst also engages directly with customers as required therefore must have exceptionally strong written, oral, and customer communication skills.  They are required to provide real-time network support through various channels including ticket management applications, email, chat, and phone.  Key day to day functions include supporting network incidents that could not be resolved by the Level 1 support teams.  Those cycles range in size and complexity; including everything from single site device and connectivity diagnosis to broad scale network faults and complex configuration changes. Among other platforms and technologies supported, router and Ethernet switch support, IP and SIP-based voice platforms, managed VPNs, WiFi, and integrated backup solutions are the most common areas of support focus.  

A wide range of network architectures, equipment, and access types are supported, ie. Cisco, Fortinet, & Meraki equipment platforms, IP-based VoIP and SIP solutions, a wide range of access types [from xDSL/Cable/T1 and 4G/5G to Optical], proprietary VPN configurations, and back-up network solutions.    

Responsibilities  

• Ability to lead and manage practical and highly effective technical communication cycles; both verbal and written. Handle client and internal communication for vendor maintenances, firmware maintenance, and firewall configuration changes when applicable.  

• Effectively engages with a diverse internal and external audience.  The customer audience includes technical personnel, management, operations, support, and field resources.  Internal teams include Field Operations, Logistics, Delivery, Account Management, Network Engineering, and various vendors. 

• Execute and/or guide logical network fault isolation processes; for example, a working understanding of Layer 1-3 networking fundamentals, demonstrated technical abilities supporting IP-based networks, voice services, associated network equipment, and variable network access types. 

• Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.  

• Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.  

• Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management.   

• Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact. 

• Required to work with cross-functional teams to drive expedi