The Network Remediation Analyst l’s primary responsibility is to provide technical support and to troubleshoot network-related problems for Logically's customer base daily. The role will include solving basic network connectivity issues, WAN failure remediation, working with customer ISPs. This position is accountable for effectively providing suggestions to customers to meet their needs and concerns about network-related incidents. The schedule for this role is a 12-hour rotating shift which will require work every other Friday, Saturday, Sunday consecutively.

• Provide best in class customer service to Logically’s customer base
• Adhere to company values while following best practices and operational procedures
• Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
• Install, configure, and maintain network services, equipment, and devices
• Provide RMA assistance to customers with hardware failures
• Make proper firewall configuration changes, including NAT policy setups, rule additions, VPN setup client-based, and site-to-site, content filter configuration and security service management regularly
• Mitigate the risk of any outages by handling in a prompt and efficient manner
• Monitor service requests and call queue to ensure service levels and KPI’s are met
• Perform periodic system audits
• Upgrade, install, and troubleshoot networks, networking hardware devices and software
• Implement troubleshooting analysis of firewalls, workstations, and associated systems
• Perform basic systems testing and operational tasks including configuration, outage remediation, and firewall performance analysis
• Makes modifications to network resources to optimize utilization and efficiency
• Provides technical assistance, training, and ongoing support to ensure the customer is satisfied
• Document all actions under standard company policies and procedures

Ensure compliance with departmental and customer satisfaction standards

• Ability to grasp new and technical concepts quickly, and stay current with technology
• Basic understanding of firewall policies, security standards, and managing rulesets
• Experience with and ability to provide professional customer service
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
• Business acumen; translating business requirements into related solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment

Team player mentality and willingness to share knowledge with others

• Basic understanding of firewall policies, security standards, and managing rulesets
• Implement troubleshooting analysis of firewalls, workstations, and associated systems
• Make proper firewall configuration changes, including NAT policy setups, rule additions, VPN setup client-based, and site-to-site, content filter configuration and security service management regularly
• Required Experience:
• 1-3 years of experience in a professional business environment, preferably in the information technology space
• Required Education:
• Associate's Degree or commensurate professional experience

Preferred certification in Network+ and/or Security+

• Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.
• Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.
• Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
• We offer competitive wages and benefits, attracting and retaining the best staff for our clients.
• Take advantage of opportunities for personal and professional development, empowering you to advance your career.

Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.