Job Description

THE BENEFITS OF WORKING WITH ACUATIVE

Acuative offers a comprehensive benefits program to all eligible employees. Full-time employees are eligible for benefits the first day following 45 days of employment. 

• Comprehensive benefits plan including: Health, Dental, Vision
• Flexible spending, Dependent Care and Healthcare savings accounts with company contribution
• Long-Term Disability and Basic Life/AD&D
• Competitive pay
• Paid Time Off and Holidays
• Career Development opportunities 
• Service Award Program
• 401(K) Plan
• Employee referral program
• Life Assistance Program

Summary of Position  The Network Operations Analyst I will be responsible for responding to and performing basic troubleshooting of all customer issues reported to the Global Command Center. When the customer issue is received, the Analyst I will validate the alert, open a trouble ticket, inform the customer of the ticket number, and perform basic troubleshooting to start the resolution process. 

Essential Functions   

• Be able to effectively respond to customer issues reported via email, phone call, or network monitoring systems and ensure that customer issues are responded to in a timely manner

• Ensure that all trouble tickets are opened timely and accurately

• Ensure that customers are informed of network and phone system impacting outages

• Perform basic troubleshooting and start the incident resolution process

• Route tickets to appropriate internal groups for final resolution

• Ensure that all processes and procedures are followed

• Must be able to communicate technical issues to customers

• Be able to effectively communicate with peers and all levels of management within the organization both written  and verbally

Required Qualifications  

• Associates Degree or equivalent work experience 
• Knowledge of WAN/LAN environments 
• Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc. 
• Ability to follow documented processes and procedures
• Customer focused
• Ability to multi-task

Additional Qualifications Desired

• CCENT certification
• Knowledge of ITIL Incident, Problem, and Change Management processes

Work Environment/Physical Demands

• Sitting at desk
• Climbing: ding or descending stairs and the like, using feet and legs and/or hands and arms
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data based upon color and distinguishing incident priorities based upon color differences

ABOUT ACUATIVE

For more than 35 years, Acuative has been providing an innovative approach unique to the communications marketplace. The Acuative team provides the entire end-to-end solution from network design to installation and management. Acuative can provide single-source solutions to help build, monitor, manage and support networks.

Acuative’s SECURITY OPERATIONS CENTER (SOC) works to protect against cyberattacks. Staffed by cybersecurity experts, security analysts and engineers who are trained to detect, analyze and respond to cybersecurity incidents and threats, and prevent such instances from happening. SOC staff work with programs and analytical tools that make it possible to stay on top of the latest security threats in the online world.

Acuative PMI-CERTIFIED PROJECT MANAGERS coordinate directly with all Acuative teams involved in supporting your project - field service teams, technical support teams, outside vendors, and other internal departments, from the initial order process through the successful test and verification of the service. Eliminating information silos and fostering collaboration, the project manager makes the all the connections necessary to streamline the implementation while keeping you apprised through every phase of the project: planning, initiation, monitoring, execution, and closing.

Acuative’s FIELD SERVICE TECHNICIANS are the foundation of our service business. They are the face of our company to our customers and we take that very seriously. Acuative Field Service Technicians are employees of the company. This allows a superior level of control over the qualities of our people, including their experience, tools, training, and an overall corporate culture that is committed to providing superior service, each and every day.

Our skilled staff, proactive monitoring, and management system coupled with cutting-edge technology help reduce network complexity and gain optimal performance for any business in a single or multivendor environment. Whether it’s helping an organization develop a compelling business case with financial due diligence or ensuring the new WAN design is fit for use, Acuative’s WAN architecture and engineering experts are there to help with robust and scalable designs.

We handle the end-to-end process of identifying, evaluating and selecting the best-in-class WAN solutions, including Software Defined Wide Area Networking, SD-WAN, and Distributed Network Functionality Virtualization (D- NFV), based on organizational requirements. We implement, monitor and manage to ensure continuous optimization of organizational networks.

We hope you consider joining your talent with our team.