IT Support Analyst I

The primary responsibility for this role will be to assist the Information Technology department with all aspects of technology as it relates to Calix.  This includes, but is not limited to, user support, hardware setup, maintenance, and service, with a focus on assisting with network operations and troubleshooting.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Responsibilities and Duties :  

• Provide  a high level   of customer service while supporting Calix team members in a fast-paced environment.  Support includes, but is not limited to, laptops, mobile and data devices, cloud-based technologies    

• Maintain incoming  incidents   and service requests by managing service desk ticketing system and personal queues   

• Maintaining and  troubleshooting of   laptops, desktops, printers, mobile devices, etc.    

• Hardware and software asset tracking and inventory management    

• Provide on-site technical support at  special events , e.g., executive speeches, press conferences, etc.    

• Communicate and collaborate  frequently   with end users as well as with local, regional, and global support teams    

• Document and update  NetOps   related instructions and procedures as  required  

• Process and troubleshoot NetOps related tickets; triage, troubleshoot, resolve tickets  

• Escalate   incidents   to  level   3 NetOps support when  required   including   all necessary incident   related   information  

Qualifications :  

• Post-secondary education in Technology or equivalent experience    

• Minimum of 2 years’ experience in similar  roles    

• Experience in working with teams    

• Experience troubleshooting Windows and MacOS, O365, cloud-based technologies    

• Basic understanding of the TCP/IP networking stack, familiarity with DNS, DHCP, IPv4, IPv6 and other TCP networking fundamentals  

• Experience in troubleshooting and resolving  WiFi   and wired network issues, including forwarding loops, packet loss, latency, IP address conflicts, 802.1x access control  

• Experience with the following  vendors, Zscaler,  Aruba Wireless, Palo Alto Firewalls, Cisco (Route / Switching / Firewalls)   a  plus but not  required  

• Azure or AWS networking a plus but not  required  

• Ability to diagnose problems and provide solutions and/or escalate to the  appropriate expertise   area    

• Basic skills in the following areas: hardware, software, cloud-based concepts and technologies, networking, and troubleshooting    

Education, Certifications and Professional Licenses  

• Minimum  2-year degree   or similar technical training   and experience    

• CompTIA   Core   or Net+  Certifications  a plus  

• CCNA qualification preferred  

Key Competencies  

• Focus   on excellent customer service and needs of the user community    

• Displays self-starting attitude,  resourcefulness,   and professionalism    

• Reliable and cooperative team player; displays consideration and respect for others    

• Displays tact,  patience,   and the ability to handle stressful situations    

• Ability to follow established procedures/standards     

• Demonstrates competence and character that inspires trust    

• Communicates effectively with the management groups and staff    

• Demonstrates strong ability to  identify , analyze and solve problems    

• Able to respect all Calix information as personal and confidential    

• Focused   on continuous learning to further IT knowledge and career development    

• Ability to work independently as well as in a team environment     

• Excellent oral and written English, clear communication