Network Operations Analyst

The NetOps Analyst I is an entry-level technical role responsible for monitoring, supporting, and maintaining the organization's network infrastructure across The Scion Group's corporate and property environments. This position serves as the first line of defense in identifying and responding to network-related incidents, ensuring system availability and performance.

The Analyst monitors network systems, responds to alerts, performs basic troubleshooting, and escalates issues as needed. Responsibilities also include documenting incidents, supporting network-related service requests, and assisting with routine operational tasks. This role requires strong attention to detail, adherence to processes, and the ability to operate in a fast-paced, monitoring-driven environment.

Your Responsibilities

Network Monitoring & Incident Response

• Monitor network infrastructure, systems, and services using monitoring tools and dashboards.
• Identify, triage, and respond to network alerts, outages, and performance issues.
• Perform initial troubleshooting for connectivity issues including LAN/WAN, Wi-Fi, and ISP-related incidents.
• Escalate unresolved or critical incidents to Network Engineers or Tier 2/3 support teams.

Ticket Management & Documentation

• Create, update, and manage incident and service request tickets within the ticketing system.
• Accurately document alerts, troubleshooting steps, actions taken, and resolution outcomes.
• Maintain clear communication with stakeholders regarding incident status and updates.

Operational Support

• Assist with routine network tasks such as device reboots, port checks, and configuration validation.
• Support basic network changes under supervision, following change management procedures.
• Help maintain network documentation, diagrams, and standard operating procedures.

Alerting & Escalation Coordination

• Prioritize alerts based on severity and business impact.
• Ensure timely escalation and follow-through incidents impacting critical systems.
• Coordinate with internal IT teams, vendors, and service providers during outages.

Property & Infrastructure Support

• Provide remote network support to corporate and property locations.
• Assist in troubleshooting property-level connectivity issues including switches, access points, and firewalls.
• Support onboarding of new properties by assisting with network readiness checks and monitoring setup.

Performance & Reporting

• Assist in tracking network uptime, performance metrics, and recurring incidents.
• Identify trends in alerts or incidents and report findings to senior team members.
• Support basic reporting needs for network health and availability.

Professional Development & Best Practices

• Follow established network operations procedures and escalation protocols.
• Stay up to date on networking fundamentals, tools, and monitoring systems.
• Participate in team meetings and continuous improvement initiatives.

Do you have experience in Customer communication?, Do you have a Associate's degree?, * Associate degree or equivalent experience in Information Technology, Networking, Computer Science, or a related field preferred.

• Industry certifications such as CompTIA Network+, CCNA, or equivalent certifications are considered a plus.

Work Experience

• 1 to 3 years of experience in technical support, IT operations, help desk, or network support preferred.
• Experience working in a customer service or support-focused environment preferred.
• Experience supporting enterprise networking or wireless environments is a plus.

Specific Competencies

• Strong customer service skills with the ability to communicate effectively with technical and non-technical users.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VLANs, switching, and wireless networking concepts.
• Basic troubleshooting knowledge related to LAN/WAN, Wi-Fi, and internet connectivity issues.
• Strong attention to detail and ability to follow operational procedures and escalation processes.
• Ability to prioritize tasks and respond effectively in a fast-paced support environment.
• Experience with ticketing systems and incident management processes preferred.
• Familiarity with network monitoring tools and dashboards is a plus.
• Ability to work independently as well as collaboratively within a team environment.
• Strong organizational, documentation, and communication skills.

Operational Details

• Job location is based at the Chicago Headquarters
• Working hours consist of standard daytime business operating hours with occasional after-hours availability for emergencies from time-to-time.
• Up to 25% travel throughout the year may be required
• Ability to lift up-to 50 lbs. of equipment

Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Discretionary annual bonus
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k Matching
• Paid Maternity Leave