Senior Network Analyst Support

Job Description

Job Description

Job Title: Senior Network Analyst Support

Department: Application Maintenance

Revision Date: 7/16/2025

FLSA: Non-Exempt

Location: Annapolis, MD or Stoughton, MA or Topsfield, MA (Remote OK)

Level: S3

Rate of Pay: $38.00 - $45.00/hour USD

Company Overview:

Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world’s most innovative communications solutions. For more information, please visit www.comtech.com.

Responsibilities:

• Answer incoming customer and third-party provider calls.
• Initiate Incident Tickets proactively and upon report/request.
• Identify, triage, resolve and escalate incidents (i.e., Level 1-2 Tech Support)
• Monitor email for incidents and customer requests.
• Monitor network elements for anomalies and reports/troubleshoots issues using network management software.
• Provide in-depth technical support for customers via the dedicated helpdesk phone line.
• Notify customers about incident progress or status changes.
• Assist in creating and maintaining knowledgebase articles.
• Review and analyze call traces and provide in-depth analysis of call routing behavior.
• Act as the dedicated NOC point of contact for customer contracts.
• Coordinate support calls between vendors and customers.
• Manage maintenance and troubleshooting bridges as needed.
• Collect critical data elements daily and maintain record-keeping in Incident Management system.
• Generate KPI reports in the first week of each month.
• Identify areas of improvement in documentation and processes, improving efficiency within the NOC.
• Provide in-depth training for other Tier1 members for multiple tools and services
• Guide and grow individuals on the team. Lead by example.

Requirements:

• Superior Customer Service skills.
• Attention to detail is essential.
• Clear and concise written and verbal communications for both internal and customer interactions.
• Basic knowledge of Unix/Linux and the command line interface.
• Intermediate level knowledge of Windows Office Suite.
• Ability to multitask and work well in a high pressure, fast paced environment.
• Knowledge of NextGen 911, Text-to-911, Wireless, VoIP, and/or Wireline 911 call routing systems.
• Knowledge of network and reporting tools (NetScout, Splunk, OCOM, etc.)
• Must possess the ability to maintain confidentiality of highly sensitive data.
• At least five years of experience in a Help Desk support or Network Administration role.
• Experience in using ticketing systems such as BMC ITSM, OTRS preferred.
• Must be a quick learner, grasp new concepts and complex business relationships.
• Self-starter - the ability to take on work without being directed.
• Ability to perform analysis and evaluation of facts using critical thinking.
• Ability to multitask and work well in a high pressure, fast paced team environment.

Qualifications:

• Industry recognized certifications (Network+, A+, ITIL, Cisco, Juniper, MIM, HDI) are a plus.
• Four-year college degrees are a plus.
• Knowledge of network management tools (SolarWinds, HP Operations Manager, Network Node Manager) is a plus.
• Strong understanding of Telecommunications call flows and signaling is a plus.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law.