Analyst I, Network Remediation

A trusted partner for over 20 years, Logically, a Managed Security Services Provider (MSSP), offers cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. At Logically, we're passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team of subject matter experts includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing landscape of IT.

But what truly sets us apart is our people. We're a close-knit team of professionals who are committed to doing the right thing for our clients and for each other. We value accountability, customer centricity, quality relationships, and nimbleness. Working at Logically isn't just about a job - it's about being part of a community of like-minded individuals who are dedicated to excellence in everything we do. We're proud of the work we do, but we're also committed to creating a fun, supportive work environment where everyone can thrive. If you're looking for a challenging and rewarding career in the world of IT and cybersecurity, Logically is the place for you. Join our team of experts and help us make a difference for businesses.

Why Work for Us:

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.

Job Summary:

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.

Job Duties & Responsibilities:

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

Qualifications:

Associate's Degree or commensurate professional experience

Preferred certification in Network+ and/or Security+

1-3 years of experience in a professional business environment, preferably in the information technology space

Willingness to work alternate shifts as required to support the 24/7 operation

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

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.