Network Support Analyst

RESPONSIBILITIES (included but not limited to):

Operate; maintain support the site/plant LAN/WAN infrastructure and associated LAN/WAN service objects and the LAN drops/access points for Local Network connected “end user” devices such as desktop, printers, multifunction printer, plotters, scanners, Wireless nodes, mobile devices, as per defined service levels.
Network design/architectural design support.
Video Conferencing technical support
VOIP Network Telephony Support
Wireless Network Support
Provisioning, operate and support.

Operate, maintain, support, and manage all LAN/WAN services (site and plant) in an integrated managed fashion.
Support of the following network disciplines: ? Cisco Firewalls

SolarWinds
CA Tool Suite
Cisco Prime Infrastructure
NetFlow Analyzer
SaskPower Internet and network related areas such as DNS, Email, SmartFilter, IDS/IPS etc.
Citrix Load Balancer
Cisco IOS
Cisco hubs, routers, switches
Cisco Catalyst Switches
LANSpan IP
ISDN
xDSL
SONET
Satellite
Wireless
Ethernet, Fast Ethernet, Gigabit Ethernet
Cisco Network Management
Cisco/Tandberg video conferencing equipment (gateway, gatekeeper, codecs & bridges)
Cisco/Tandberg Management Server (TMS)
VOIP Network Telephony
Implement software patches, upgrades, or refreshes to hardware or software upgrades or patches.
Planning Network changes with third party vendors
Single point accountability for coordinating the response and restoration to site LAN/WAN service requests and resolution of performance issues.
Monitoring, gathering, and logging key system metrics for network connections and devices related to availability, latency, utilization, and memory usage using TCP/IP tools and standards such as, but not limited to:

ICMP (Ping), SNMP (Simple Network Management Protocol and RMON (Remote Monitoring).
Real time monitoring is done via CA Tool Suite and NetFlow Analyzer
A network sniffer is also used to monitor network traffic in real-time, to assist with traffic analysis, incident troubleshooting, and capacity planning.
Security monitoring via firewall agents to detect attacks. The use of the IDS/IPS probes to trigger alerts on possible intrusions.
*Note - These processes and procedures are used 24/7 to deal with both prime time and after-hour network problems.
Maintain network software level at current versions release n-1 of the current vendor releases.
Provide access to the internet through local and one or more internet service providers.
Provide Multi-Homed, Highly Available Internet Connectivity service.
Configure the switches and Virtual Local Area Networks for allocated Internet connectivity.
Incident/Problem Resolution

Follow ITIL disciplines to execute incident and problem management processes.
Incidents from the Service Desk are processed according to defined SLUs within the trouble ticket system.
Work with other support teams to provide a resolution to incidents.
Respond to security incidents triggered through firewall monitoring, IDS or CIRT (Computer Incident Response Team).
Escalation of problem/incidents, where necessary, to the required individual or group both inside and outside of SaskPower.
Manage LAN/WAN asset Installation, Moves, Adds, and Changes

Implement and manage IMAC's to site LAN/WAN services, as per T&S service request process. These may include:

Installation of switches, routers, firewalls, and other network related assets at a new or existing site/plant,
Provisioning of cabling for SaskPower data center facilities (e.g., racks),
LAN drops to end user devices such as desktops, and
LAN network devices such as printers, scanners, plotters etc.
Provisioning LAN access connections for work crews in special trailers and other provisional set ups.
Creation of LAN extensions to buildings within a site/campus.
Follow ITIL disciplines to execute changes within the SaskPower environment.
Maintain a topology map of all critical LAN/WAN equipment and circuits. The topology is managed as part of network change control, to provide an accurate view of SaskPower's large and complex LAN/WAN environment.
Use of asset management tool (SAP) and processes to track (add, move, remove) all network equipment and circuits throughout the province.
Security

Ensure that the network security complies with SaskPower Security policies and standards including the following and adapt to required changes over time:

Implement a physically secure environment and controlled physical access to rooms containing site LAN/WAN equipment.
Continue to provide a physically secure environment and controlled physical access to LAN/WAN network service objects such as switches, firewalls, and routers, as per SaskPower Security requirements.
Implement the network security and access security practices, including firewall rules and intrusion detection to the site LAN/WAN service, which includes, but not limited to, the following:

Single point accountability for responding and resolving site LAN/WAN services.
Respond to service requests for resolving performance issues with the site's end user devices and the overall site LAN/WAN service.
Manage agreements with 3rd parties to meet service level performance standards.
Review and manage usage of 3rd party services or maintenance agreements.
Resolve and restore any performance issues e.g., LAN drops, subnets or overall, LAN/WAN performance.
Capacity Management and Planning

Report on utilization trends and identify any potential capacity issues and recommend plans for improvement.
Provide ad-hoc reports, as requested by T&S or other SaskPower business units.
Identify potential areas as” early warning” alerts on capacity/capability limits for this service.
Capture and report critical network metrics such as availability, latency, utilization, and memory usage, which are measured and collected at periodic intervals.
Firewall and IDS logs are also collected.
Identify and assess any anomalies in metrics.
Work with SaskPower Asset Management staff to develop an annual asset refresh plan for LAN/WAN assets.
Implement the refresh program/plan for the LAN/WAN service assets, as per a mutually agreed schedule with Asset Management and T&S Management.
Commissioning and Testing

Perform testing and commissioning on base design as driven by “base” operational/maintenance changes i.e., enhancements, refreshes, service patches, hardware replacements, configuration changes etc.
Perform testing and commissioning on base design as driven by new project deliverables requiring testing integration and commissioning.
Disaster Recovery

Network components of DR tests are planned and executed on a regular basis.
Plan for network recovery activities with third-party vendors.
Certified cabling plan
Performance and Capacity reports
LAN/WAN asset refresh plan
Network (LAN/WAN) architecture diagrams.
Configuration Records
IOS images
Expected to share responsibility with the Network Support Team to provide 7 x 24 rotational On Call Support

Must Haves:

Nice to Haves:

Perks: