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Job Description:

Job Description

The Network Operations Analyst I is an entry-level position responsible for monitoring, supporting, and maintaining customer and corporate connectivity services. This role focuses on incident management, connectivity monitoring, vendor coordination, access provisioning, and operational support activities for managed network services.

This position serves as a primary point of contact for alerts, incidents, and support requests related to customer connectivity environments. Responsibilities include monitoring managed customer networks, responding to service disruptions, coordinating with telecommunications providers, and assisting customers with connectivity troubleshooting.

The Network Operations Analyst I works within ticketing and monitoring platforms to investigate and resolve issues affecting managed customer connectivity infrastructure, including Meraki SD-WAN environments, routers, ATM communications, VPN services, encryption platforms, and network monitoring systems.

Work Schedule

• Saturday-Sunday: 8:00 AM - 8:00 PM Central Time
• Monday-Tuesday: 8:00 AM - 5:00 PM Central Time

This position also performs general call-handling and operator responsibilities as needed to ensure proper routing and escalation of customer requests.

Responsibilities

• Monitor and respond to connectivity-related alerts and incidents for managed customer environments.
• Monitor managed customer Meraki SD-WAN deployments, routers, ATM communications, and related connectivity services.
• Review and respond to interface health, availability, and performance alerts for managed customer routing infrastructure.
• Manage support tickets and coordinate troubleshooting efforts with telecommunications carriers, internet service providers, and circuit vendors.

• • Open, update, track, and escalate provider tickets for both customer and internal connectivity services.

• Troubleshoot connectivity issues using monitoring tools, diagnostic procedures, customer communication, and vendor coordination.

• • Including assisting customers with basic connectivity troubleshooting, including guided cable tracing and cable reseating procedures when appropriate.

• Provision and support customer BitLocker encryption through centralized management platforms.
• Provision and administer VPN access for internal and external customers.
• Manage RSA multi-factor authentication (MFA) token provisioning, maintenance, and decommissioning.
• Provision, maintain, and decommission monitoring services for managed customer connectivity devices.
• Regularly stage and perform upgrades for routers following critical vulnerability discoveries.
• Document troubleshooting activities, service interruptions, corrective actions, and customer communications.
• Perform general call-handling and operator functions, ensuring customer requests are accurately routed and escalated.
• Maintain customer confidentiality and follow established security and access control procedures.
• Stay current with technologies, products, and services utilized by the team.

Requirements

• 1-2 years of experience in customer support, technical support, network operations, telecommunications support, help desk, or a related technology field; or
• Accredited university, college, trade school education, or equivalent technical training.
• Strong customer service and communication skills.
• Ability to troubleshoot technical issues and coordinate resolution across multiple teams and vendors.
• Experience working with ticketing systems and operational procedures is preferred.
• Familiarity with networking fundamentals such as IP addressing, routing concepts, VPN connectivity, and circuit technologies is preferred.
• Ability to work effectively in a monitoring and incident-response environment.

As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit www.csiweb.com 

CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary

CSI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at recruiter@csiweb.com and we will work with you to meet your accessibility needs.

For applicants residing in California, please read Privacy Notice for California Residents | CSI (csiweb.com)

Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.