XTN-8589720 | NETWORK OPERATIONS SPECIALIST

The Operations Analyst II position on our NOC team is responsible for the support of client configuration requests, break/fix troubleshooting and change management of PDI Managed Security Services. This role is part of a 24/7/365 team dedicated to supporting PDI’s clients and ensuring these services are up and in a healthy state.

The ideal candidate will have at least 1-3 years of hands-on experience with firewall configuration and troubleshooting, network architecture and design, and an understanding of networking concepts.

• Flexible hours
• Extra time off
• Recognition for exemplary work
• Certification cost reinburstment for computer networking and related fields
• Team collaborations
• One-on-one meetings

• Remediate network connectivity and device issues for clients
• Troubleshoot client network device issues related to in-scope managed services
• Conduct investigations into issues and escalate Level II and engineering team necessary or required
• Work with vendors on the resolution of support tickets
• Work on projects as assigned by management
• Perform upgrades and patch management on network devices as required
• Process calls/emails/portal-created tickets
• Perform initial triage on break/fix issues from clients
• Basic configuration and troubleshooting of PDI’s managed products and services
• Process NOC connectivity and availability alerts for program clients
• Provide coverage to assist ServiceDesk functionality including tickets, calls, account maintenance
• Document all actions in cases to effectively communicate information internally and to client
• Submit appropriate bug, support and feature requests
• Attend relevant meetings and take notes as needed
• Follow appropriate triage processes to escalate issues if necessary
• Run and understand SIEM Reports
• End-user Support User Portal and SIEM tools

• Bachelor’s or Master’s degree in Engineering, Information Technology, or Computer Science, High School Diploma or GED required
• Network+, Security+, CCNA, Linux+, CCENT, CySA+, A+ ITIL or any ITSM framework certification, Cisco, Fortinet, and Palo Alto vendor certifications
• Automation experience using PowerShell, batch files, or similar scripting tools
• Technical knowledge and hands-on experience in:
• Routers, switches, and firewalls (including Fortinet, Palo Alto, SonicWall, Meraki)
• Windows Command Line and Linux
• PowerShell and Active Directory
• FortiSuite
• Endpoint protection tools (SentinelOne, CrowdStrike, Carbon Black)
• Wireless controllers and access points
• Windows Event Logs
• Wireshark
• MS Office applications
• Ticketing systems

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.