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Key Responsibilities and Required Skills for a Network Support Analyst

💰 $55,000 - $85,000

Information TechnologyNetworkingIT Support

🎯 Role Definition

The Network Support Analyst is a cornerstone of the Information Technology department, acting as the primary guardian of an organization's network health and connectivity. This role is responsible for the day-to-day maintenance, monitoring, and troubleshooting of the entire network infrastructure, including local area networks (LAN), wide area networks (WAN), wireless systems, and their associated security components. More than just a reactive troubleshooter, the Network Support Analyst proactively identifies potential issues, ensures optimal performance, and provides critical support to end-users and other IT teams. They are the first line of defense against network outages and performance degradation, ensuring the digital nervous system of the company remains stable, secure, and efficient.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Help Desk Technician / Service Desk Analyst
  • Junior Network Technician
  • NOC (Network Operations Center) Operator

Advancement To:

  • Network Engineer / Senior Network Engineer
  • Network Administrator
  • Cybersecurity Analyst

Lateral Moves:

  • Systems Administrator
  • Cloud Support Associate
  • IT Project Coordinator

Core Responsibilities

Primary Functions

  • Proactively monitor the health, performance, and security of the entire network infrastructure, including LAN, WAN, and wireless networks, using advanced monitoring tools to identify and resolve issues before they impact business operations.
  • Serve as a primary point of contact for all network-related support requests, providing Tier 1 and Tier 2 troubleshooting for connectivity, performance, and access issues reported by end-users.
  • Perform hands-on installation, configuration, and maintenance of network hardware, including routers, switches, wireless access points, and firewalls, in data centers and office locations.
  • Manage and maintain network security protocols by configuring firewall rules, managing access control lists (ACLs), and ensuring compliance with company security policies.
  • Respond to, investigate, and resolve alerts generated by network monitoring and security information and event management (SIEM) systems.
  • Thoroughly document all network configurations, changes, and troubleshooting procedures in a centralized knowledge base to ensure consistency and facilitate team collaboration.
  • Administer and troubleshoot core network services, including DNS (Domain Name System), DHCP (Dynamic Host Configuration Protocol), and IP Address Management (IPAM).
  • Configure and support remote access solutions, such as VPNs (Virtual Private Networks), ensuring secure and reliable connectivity for a distributed workforce.
  • Assist in the planning and execution of network infrastructure projects, including office expansions, hardware upgrades, and the implementation of new networking technologies.
  • Collaborate with vendors and service providers to troubleshoot circuit issues, manage service-level agreements (SLAs), and escalate complex problems that require external support.
  • Analyze network traffic patterns using tools like Wireshark and NetFlow to diagnose complex performance problems, identify bottlenecks, and recommend optimizations.
  • Implement and test network device patching and firmware upgrades during scheduled maintenance windows to mitigate vulnerabilities and ensure system stability.
  • Support and troubleshoot the organization's Unified Communications (UC) and Voice over IP (VoIP) phone systems, ensuring high-quality voice and video communications.
  • Participate in the development and regular testing of network disaster recovery and business continuity plans to ensure service resilience.
  • Create and maintain network topology diagrams and other essential documentation that provides a clear and current view of the infrastructure архитектуре.
  • Manage user network accounts and permissions, ensuring a secure and policy-compliant process for onboarding, offboarding, and access changes.
  • Provide on-call, after-hours, and weekend support on a rotational basis to respond to critical network incidents and emergencies.
  • Generate and present regular reports on network performance, uptime, and ticket resolution metrics to IT leadership.
  • Evaluate new networking hardware, software, and cloud services, providing recommendations to leadership for infrastructure improvements and modernization.
  • Train and mentor junior IT staff and help-desk personnel on basic network troubleshooting techniques and best practices.
  • Ensure all network devices and configurations adhere to industry best practices and regulatory compliance standards (e.g., PCI-DSS, HIPAA), if applicable.

Secondary Functions

  • Support ad-hoc requests for network performance data and conduct exploratory analysis on traffic patterns to inform capacity planning.
  • Contribute to the organization's network strategy and technology roadmap by researching new tools, automation techniques, and methodologies.
  • Collaborate with other IT teams, such as Systems and Cybersecurity, to translate infrastructure needs into actionable network projects and configurations.
  • Participate in change management processes, sprint planning, and other agile ceremonies related to infrastructure improvements and deployments.

Required Skills & Competencies

Hard Skills (Technical)

  • Routing & Switching: Deep, hands-on proficiency with Cisco, Juniper, or Arista hardware and operating systems (e.g., IOS, Junos).
  • Network Protocols: A strong command of core networking protocols and concepts, including TCP/IP, DNS, DHCP, VLANs, STP, and subnetting.
  • Dynamic Routing: Practical experience with dynamic routing protocols, particularly OSPF and BGP, for managing traffic flow in complex environments.
    -Firewall Management: Experience configuring and managing next-generation firewalls (e.g., Palo Alto, Fortinet, Check Point) and their associated security policies.
  • Wireless Networking: Expertise in deploying, managing, and troubleshooting enterprise-grade wireless networks (WLAN) and controllers (e.g., Cisco Meraki, Aruba).
  • VPN Technologies: In-depth knowledge of VPNs, including site-to-site (IPSec) and remote access (SSL) VPNs, for securing data in transit.
  • Network Monitoring & Analysis: Competency with tools like SolarWinds, PRTG, Nagios, and Wireshark for proactive monitoring and deep-dive diagnostics.
  • Cloud Networking: Foundational knowledge of cloud networking principles within AWS (VPC, Direct Connect) or Azure (VNet, ExpressRoute).
  • Basic Scripting: Familiarity with scripting languages like Python or PowerShell for automating routine network tasks, device configuration, and reporting.
  • Unified Communications: Experience supporting and troubleshooting VoIP systems and protocols (e.g., SIP, H.323) on platforms like Cisco CallManager or Microsoft Teams.

Soft Skills

  • Analytical Problem-Solving: The ability to logically and methodically diagnose complex, often ambiguous, network issues under pressure.
  • Clear Communication: Capable of translating technical jargon into clear, understandable language for both technical peers and non-technical end-users.
  • Customer-Centric Mindset: A strong focus on resolving user issues efficiently and with a positive, helpful, and empathetic attitude.
  • Meticulous Attention to Detail: Essential for accurate configuration, precise documentation, and thorough troubleshooting to prevent errors and outages.
  • Adaptability & Eagerness to Learn: Thrives in a fast-paced environment and demonstrates a commitment to continuous learning to keep pace with evolving network technologies.
  • Effective Time Management: Skilled at prioritizing a demanding workload of support tickets, project tasks, and proactive maintenance activities.
  • Team Collaboration: Works effectively within the IT team and across departments to achieve shared goals and deliver seamless services.

Education & Experience

Educational Background

Minimum Education:

An Associate's Degree in a related field or an equivalent combination of professional certifications (e.g., CompTIA Network+, CCNA) and direct work experience.

Preferred Education:

A Bachelor's Degree in Information Technology, Computer Science, or a similar technical discipline.

Relevant Fields of Study:

  • Computer Science
  • Information Technology
  • Network Administration
  • Cybersecurity

Experience Requirements

Typical Experience Range:

2-5 years of direct experience in a network support, network operations center (NOC), or a similar hands-on networking role.

Preferred:

Experience working in a multi-site enterprise environment with a hybrid mix of on-premise and cloud-based infrastructure is highly desirable. Prior experience in a role requiring on-call support and incident management is also a significant plus.

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