L1 Network Support Analyst

2 months agoChennai, India

What We'll Bring:
The L1 Network Support Analyst will operate as part of a rotational group supporting network infrastructure and command center activities and is responsible for network service restoration efforts, contributing on incident response bridge calls, monitoring critical network infrastructure dashboards & react to anomalies, monitor critical system alert emails / react to anomalies, monitoring public group chats for inquiries. The L1 Network Support Analyst will follow the remediation steps in Knowledge Base Articles to troubleshoot and remediate incident tickets and will also appropriately escalate to higher layer support groups if needed.

The role requires strong technical knowledge of complex network systems and solid experience in troubleshooting and rapid remediation activities for complex technical issues. The Network Support Analyst must be assisting with risk mitigation activities, and maintaining the forward momentum to ensure all critical company assets are operating at full capacity.
What You'll Bring:

What We Need:

  • Have proficiency in handling incidents with various network devices (Switches / Routers / LTM / GTM etc.), appliances, firewall, VPN and cloud infrastructure
  • Ability to interpret critical alerts from network systems and monitoring tools / dashboards (BMC Entuity, Splunk, Noction, Stat Seeker, etc.)
  • Have high sense of urgency
  • Possess the ability to quickly identify & articulate the service disruptive condition
  • Ensure escalation to appropriate support resources when required
  • Have the drive perform restoral activities with high sense of urgency followed by prompt validations
  • Ensure all tickets remain up to date with relevant information and in appropriate status
  • Possess clear thinking ability under pressure and remain calm and composed
  • Strong good verbal and written communication skills
How You'll Contribute:

In this critical role, you will maintain Trans Union's operational readiness by working with the facilities, hardware and software vendors as well as internal teams to ensure timely incident resolution.

As L1 Network Support Analyst, you'll need to manage multiple tasks simultaneously, with occasionally conflicting priorities. Key responsibilities include but, not limited to:
  • Performs initial Tier 1 troubleshooting in attempt to resolve incidents and escalates using standard escalation procedures when appropriate.
  • Participates in incident calls and actively assists involved in troubleshooting by working with internal and external technology support organizations.
  • L1 Network Support Analyst is accountable for owning the incident and driving it through to resolution.
  • Performs daily environmental health check and generate daily health reports.
  • Responsible for managing service requests and executing standard changes with minimal supervision.
  • Responsible for ticket management, including creating, updating, tracking, escalating and closing incidents. Communicates relevant status to relevant teams, peers and management via approved communication processes.
  • Recommends actions to improve internal processes and automate tasks.
  • Collaborates with internal business units and vendors to perform root cause analysis for high impacting incidents. Employs critical thinking during incident situations.
  • Monitor the health of environment through various dashboards
Important to note:
  • Willingness to participate in 7/24/365 shift rotation, including nights and holidays.
What You'll Bring:

As a L1 Network Support Analyst, you should have 2-3 years of experience in an operations center supporting enterprise networking systems and platforms. You should also have a Bachelor's Degree in a related technical field, or demonstrated real world experience.

Technical Skills
  • 2- 3 years of experience in troubleshooting and maintaining Cisco and/or Arista router/switch/firewall platforms across multiple production environments.
  • 2-3 years of hands-on experience with F5 load balancers.
  • 2-3 years of AWS and/or Azure support experience.
  • Experience working with the following protocols: TCP/IP, EIGRP, OSPF and BGP.
  • Working knowledge of enterprise datacenter technologies like Cisco Nexus Fabric Path and Cisco ACI.
  • Experience working with carriers and an understanding of their products such as T1, MPLS, SDWAN, and Metro Ethernet.
  • Solid experience using Splunk for troubleshooting and monitoring.
  • Familiar with environment monitoring and troubleshooting tools such as TrueSight/Entuity, Zenoss and Wireshark.
  • Familiar with Infoblox and knowledge of VPN troubleshooting.
  • Good understanding of RedHat and Windows server platforms.
Professional Skills
  • Highly motivated individual.
  • Ability to instill quality in every aspect of the job function.
  • Strong written and verbal communications skills.
  • Possess a high sense of urgency and know when to escalate.
  • Demonstrate analytical and problem solving skills.
  • Drive to acquire more knowledge and employ newly acquired skills to better support TU infrastructure.
Impact You'll Make:
  • Willingness to participate in 7/24/365 shift rotation, including nights and holidays.
TransUnion Job Title

Analyst, IT Support

Job ID: transunion-19007329