Connectivity Practice, Network Analyst

Summary

We are seeking an experienced Network Analyst to join our Managed Services team, focused on supporting our clients. This role requires a strong technical foundation in enterprise networking, combined with a service-oriented mindset and a commitment to operational excellence.

The ideal candidate will play a key role in maintaining and optimizing client environments, and contributing to the use of repeatable processes aligned with IT Service Management (ITSM) best practices. You will collaborate closely with internal teams, external stakeholders, and vendors to ensure seamless service delivery and client satisfaction.

This position demands a proactive approach to problem-solving, excellent communication skills, and the ability to translate business requirements into effective technical solutions. A passion for structured operations and continuous improvement is essential.

Key Responsibilities

• Provide Tier 1.5/2 support for escalated network issues across all our customers.
• Monitor and respond to network incidents, alerts, and vulnerabilities.
• Experience working with cross-functional teams including IT, cybersecurity, vendors and clients to understand business requirements and translate them into technical solutions.
• Diagnose and resolve connectivity problems, latency issues, and hardware/software failures across diverse environments.
• Respond to and analyze alerts from Logic Monitor, translating them into incident tickets with appropriate severity and categorization.
• Ability to multi-task, pivot quickly and understand “sense of urgency"
• Clear and thorough documentation of network configurations, changes, and incidents.
• Leverage ITIL methodologies in troubleshooting network appliances.
• The ability to create and maintain accurate records of network device configurations, procedures, incident handling and change logs for compliance and auditing purposes.
• Assist in the configuration and maintenance of LAN components (switches, routers, access points).
• Collaborate with senior network engineers to resolve complex issues and implement network changes.
• Maintain documentation related to network health checks and performance monitoring.
• Support change management and incident response processes.
• Participate in on-call rotation and after-hours maintenance as needed.

Required Skills & Experience

• 3–5 years of hands-on experience with supporting customers Network Infrastructure as a Network Analyst
• 3-5 years of hands-on experience with Fortinet (FortiGate, Forti Manager, Forti Analyzer, Forti SOAR), Juniper Network Appliances, Palo Alto Aruba and Cisco
• Familiarity with routers, switches, firewalls, wireless access points, and load balancers.
• Experience with Logic Monitor or similar monitoring tools.
• Aruba LAN and ClearPass would be an asset
• Comfortable in making VPN and Firewall changes supporting recommendations with sound business practices.
• Strong understanding of networking protocols (TCP/IP, BGP, OSPF, VLANs, NAT, VPN).
• Ability to troubleshoot complex network and security issues.
• Excellent communication and documentation skills.
• Demonstrate strong incident management skills, including accurate ticket creation, timely updates, and maintaining high standards of ticket hygiene.
• Ability to interpret alerts and logs to identify root causes and generate incident tickets.
• Strong troubleshooting and analytical skills.
• Ability to work independently and as part of a team.
• Experience working in an MSP or multi-tenant environment is a strong plus.

Preferred Qualifications

• Experience with ITSM platforms (e.g., ServiceNow, Jira).
• Solid understanding of business, technology and ITIL processes.
• Experience with other security platforms (e.g., Cisco ASA, Palo Alto, WatchGuard) would be an asset.
• Experience with tools like Wireshark, SolarWinds, Nagios, PRTG, or Science Logic.
• Exposure to cloud networking and security fundamentals (Azure, AWS, etc.).
• Knowledge of scripting or automation (e.g., Python, PowerShell) is a bonus.
• Proven track record of escalation management experience.
• Strong understanding of ITSM frameworks (e.g., ITIL) and operational best practices.
• Proven experience in process development and operational maturity.
• Excellent Critical Thinking and Emotional Intelligence skills.
• University degree or College diploma program in Computer Science, Business and Technology, Information Systems or related areas.
• Certifications in Fortinet NSE 4/5/6/7 would be an asset.
• CCNA min, CCNP, Network + Security +, JNCIA, JNCIS, AWS certification or Azure Network Engineer Associate.
• Experience in scripting or AI tools is advantageous.