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A. Work Content Summary

The Tier 2 Network Support Analyst must have extensive knowledge of network

transmission principles, customer applications and solid troubleshooting techniques.

Proposed resources should have specialties, and/or vendor certifications in various

technologies. Some of the basic requirements of analysts at this level include but are not

limited to working knowledge of TCP/IP, SNMP, MPLS Routing protocols to include OSPF &

BGP, as well as VPLS and VRF. These individuals must also have strong communication skills,

both oral and written.

Analysts with this skill set will provide OAG IT network advanced troubleshooting skills and

the ability to rapidly identify and address issues. The Tier 2 Network Support Analyst must

have an advanced skill set to diagnose problems in an environment with multiple layers of

technology. The Tier 2 Network Support Analyst is also responsible for assisting with

disaster recovery of the network components of the infrastructure if needed.

The Tier 2 Network Support Analyst assists with trouble and request tickets received from

the IT Service Center. The Tier 2 Network Support Analyst is accountable for customer

satisfaction and resolving tickets in a timely fashion.

The Tier 2 Network Support Analyst may be required to work off hours in addition to normal

business hours. This may include weekends, holidays, and other overtime work. Hours to be

worked are determined by job requirements and qualifications. Personnel may be

responsible for being on call in the case of an emergency.

B. Major Responsibilities/Results/Outputs

• Gathers and maintains detailed knowledge of the customer’s organization and

operations.

• Utilizes this information to determine customer’s data communications needs.

• Develops and maintains comprehensive inventory of network equipment and

services.

• Works with various testing equipment and software in the repair and maintenance

of OAG IT Network equipment.

• Testing, diagnosing, analyzing, and identifying troubles in the network.

• Monitors various network environments utilizing existing and new OAG IT

monitoring systems, to include Paessler PRTG, Cisco Prime, QoS BitB network

visualization/mapping, Plixer Scrutinizer Flow analyzer, Cacti performance graphing,

Splunk and others.

• Keeps detailed records of work activity.

• Interprets OAG IT network practices, diagrams, specifications, drawings, and service

orders.

• Carries out all other tasks necessary in the support of management of the network

and performance of duties related to the operation of the network, including but

not limited to provisioning, change management and problem resolution as

determined by OAG IT.

• Dispatch to OAG locations for the installation, replacement or repair of equipment

as required.

• Assist in the evaluation and response to cybersecurity incidents.

C. Workforce Management

• Limited travel and overnight stays may be required.

• Typically reports to an OAG Information Technology Specialist 4.

D. Education and Work Experience

BS/BA in a related technical or business field and 3 years work related experience, or a

minimum of 5 years work related experience required.

1. Three (3) years of experience, obtained within the past 5 years, designing, implementing

and supporting Cisco network devices.

2. Three (3) years of experience, obtained within the past 5 years, designing, implementing

and supporting dedicated WAN networks using MPLS/VPLS/VPN connections.

3. Three (3) years of experience, obtained within the past 5 years, designing, implementing

and supporting Palo Alto firewalls.

4. Three (3) years of experience, obtained within the past 5 years, troubleshooting general

network issues and assisting end users with network related requests with tools such as

Wireshark and tcpdump.

5. Three (3) years of experience, obtained within the past 5 years, with managing and

monitoring network security tools (IDS/IPS, Snort, Splunk, etc.) and practices (CVE

mitigation, incident response, log analysis, etc.)

6. Three (3) years of experience, obtained within the past 5 years, designing, implementing

and supporting VPN tunnels, both site-to-site and client based.

7. Two (2) years of experience, obtained within the past 3 years, supporting communication

services such VOIP phones/infrastructure, Unified Communications as a Service (UCaaS)

videoconferencing, audiovisual connectivity, etc.

8. Two (2) years of experience, obtained within the past 3 years, with an enterprise network

monitoring tool such as PRTG, cacti, Scrutinizer, etc.

9. Two (2) years of experience, obtained within the past 5 years, with an enterprise network

mapping/visualization tool such as NetBrain, BitB, etc.

10. One (1) year experience, obtained within the past 3 years, with configuration of cloud

networks in Oracle Cloud Infrastructure (OCI), Azure, AWS, etc. and direct connectivity via

solutions such as Microsoft Express Route, Oracle FastConnect, etc.

11. One (1) year experience, obtained within the past 3 years, with SDWAN design and

configuration with Palo Alto solution.

12. One (1) year of experience, obtained within the past 3 years, implementing and supporting

Cisco Meraki devices.

E. Certification

1. CCNA or CCNP Certification desired

2. PCNSA or PCNSE Certification desired