Emory University Network Analyst/Technician in Atlanta, Georgia
The Network Analyst/Tech is a central university office position that supports the configuration, installation, maintenance and troubleshooting of network services and devices. In the Network Operations Center, he/she will also monitor critical processes for Emory’s enterprise-wide systems and applications, monitors data downloads to ensure job completions, and addresses interruptions and failures. He/she interacts with others to resolve issues within a timely manner. This position maintains 24 x 7 coverage and support, including on-call support, to assist with restoring service and maintaining agreed upon service levels. He/she has strong technical aptitude about troubleshooting and testing activities related to network services. He/she has the aptitude to perform troubleshooting, testing, scripting and coding. He/she assists with systems, provides support without direction, and support modifications/changes to configuration. The Network Analyst/Tech reports to the NOC Manager, Network Services or Run-RUN Manager, Network Services.
JOB DESCRIPTION: This is a central university office position Responds proactively and reactively to enterprise-wide voice, data and wireless issues and server issues. Utilizes fault isolation and repair techniques to quickly isolate root cause. Monitors assigned ticketing queues, monitors applications such as SMARTS, handles customer phone calls, monitors network performance and prepares statistics to document incidents and provide history for future reference and research. Acts as a subject matter expert on network communications and supports other IT staff to troubleshoot and resolve network issues at the customer premise. Monitors, reviews, assigns and accepts trouble tickets in all assigned ticketing systems to ensure all tickets are resolved within Service Level Management guidelines.
Responds to alert notifications received via supplied monitoring tools such as SMARTS to reduce impact of potential issues. Performs troubleshooting to clear or identify issues at the OSI layers 1 through 3. Interacts with IT departments to drive issue resolution. Interacts with customers to obtain additional information, provide status reports and evaluate short and long-term solutions. Follows up with customers to ensure issues have been resolved.
Follows up with customers to close incident reports and confirm resolution of incident. Responds to requests from Data Engineers and Field Services Technicians to verify connectivity of interfaces. Interacts with Data Engineers and Field Services Technicians to move interfaces into the appropriate Virtual Local Area Networks (VLANs). Troubleshoots sources of non-functioning switches and routers to diagnose issues, to restore service and to support work performed on-site. Monitors, reviews, assigns and accepts WOs in all assigned ticketing systems to fulfill customer requests. Reviews requests for accuracy to ensure requirement information is gathered for completing work and resolving issues within established deadlines. Utilizes web-based system management tools to fulfill IP address assignment requests. Utilizes system tools to review available IP addresses and to assign addresses to customers. Completes the IP address registration process to update DNS and to support network management activities. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: A high school diploma and two years of relevant IT experience, OR an equivalent combination of education, training, and/or experience. DATE REVIEWED/CREATED/MODIFIED: 9/05/10 JB
Knowledge, Skills, and Abilities
Strong written and verbal communication skills.
Good Technical aptitude. MUST be able to simultaneously evaluate multiple systems and identify relationships in order to identify root cause and apply appropriate solution.
Ability to interact with technical and non-technical people.
Ability to be team-oriented.
Knowledge of processes and procedures such as Information Technology (IT) change management and Information Technology Infrastructure Library (ITIL) fundamentals.
Ability to perform related responsibilities as assigned.
Required Education and Experience
Associates or Bachelors in Computer Science, Computer Engineering or related field
1-3 years of NOC or Engineer experience managing and monitoring network services
Information Technology Infrastructure Library (ITIL) Foundations v3 certification
Network Administration certification(s) (e.g., Cisco Certified Network Administrator [CCNA], etc.)
Strong working experience in relational database, SQL, and related technologies
Working knowledge of the command line interface
Working knowledge of SMARTS (Ionix), Netcool, Solarwinds, or equivalent systems
Familiarity with DNS BIND, Wireless and VoIP.
Network Analysts/Techs in the NOC should also have the following:
Working knowledge of Control–M
Working knowledge of production support tools and systems (e.g., MVS, Millennium, JES, CICS, $AVRS, VTAM, Siemens Building Facilities, etc.)
Valid Georgia driver's license and an insurable driving record.
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Job Number 33083
Job Type Regular Full-Time
Division LITS: Library and IT Services
Department LITS: Tech Ops Center -Evening
This position may involve the following Health and Safety issues: Not Applicable
Job Category Information Technology
Emory University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all applicable Federal and Georgia State laws, regulations, and executive orders regarding nondiscrimination and affirmative action in its programs and activities. Emory University does not discriminate on the basis of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Inquiries about this statement should be directed to the Office of Equity and Inclusion, 201 Dowman Drive, Administration Bldg, Atlanta, GA 30322
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