Network Associate, IT Infrastructure

Summary

The Associate, IT Infrastructure is responsible for providing foundational operational support, routine physical and logical maintenance, cabling management, end-user connectivity resolution, and hardware assembly. Acting as the first line of defense for network issues, the Associate logs alerts, handles basic service requests, and ensures all deployed hardware meets basic organizational standards

Detailed Description

A. First-Line Support & Ticket Triage (Tier 1)

• Tier 1 Resolution: Handle initial end-user connectivity service requests, client Wi-Fi access issues, cable patching adjustments, and network wall port activations.
• Ticket Management: Log incident details accurately in the IT ticketing tool and attempt immediate resolution using Standard Operating Procedures (SOPs).
• Escalation Hand-off: Escalate unresolved or complex connectivity anomalies to the Tier 2 Analyst (Band 7) with detailed preliminary diagnostic notes.

B. Hardware Deployment & Cable Infrastructure

• Physical Installation: Mount, rack, and connect routers, switches, wireless access points (APs), and network cabling (copper/fiber) in network closets and server rooms.
• Basic Configuration: Perform basic device provisioning, initial port speed settings, and standard switchboard patch panel wiring following standardized blueprints.

C. Routine Maintenance & Configuration Backups

• Backup Execution: Execute scheduled daily and weekly configuration backups for routers, switches, and access points under supervision.
• Data Integrity Checks: Verify backup file integrity and confirm secure storage in designated network backup locations.

D. Inventory & Asset Lifecycle Management

• Inventory Tracking: Track hardware lifecycles, apply physical asset tags, update central inventory spreadsheets/databases, and log rack elevation shifts.
• RMA & Staging: Assist with equipment unboxing, Return Merchandise Authorization (RMA) packaging, and staging hardware for end-of-life replacement.

E. Network Monitoring & Physical Security

• Health Alert Monitoring: Monitor system health alert dashboards (SolarWinds, LibreNMS, Netscout) for node outages, interface flap errors, and offline APs.
• Physical Security: Enforce physical security protocols in server rooms and wiring closets, adhering strictly to IT/OT network segmentation zones.

Knowledge/Skills/Competencies

A. Technical Skills

• Networking Protocols: Fundamental knowledge of Cisco IOS, Aruba Wi-Fi, TCP/IP, Ethernet standards, VLAN tagging, VOIP, and basic IP routing.
• Operating Systems: Working familiarity with Windows Clients and Linux network interface settings
• Monitoring Tools: Basic operational experience with SolarWinds, Aruba Heatmap, LibreNMS, and Netscout alert panels.
• Automation & Scripting: Basic Python or PowerShell scripting knowledge for automating routine administrative tasks and bulk data updates.
• Wireless Infrastructure: Experience deploying and securing Enterprise Wi-Fi solutions, utilizing Wi-Fi Analyzer tools for signal checks.

B. Analytical & Personal Attributes

• Analytical Approach: Solid analytical problem-solving skills with a methodical approach to physical cable and device troubleshooting.
• Work Ethic: Ability to work effectively under pressure in time-sensitive production environments with flexible scheduling.
• Language Command: Good command of written and spoken English for technical documentation and ticket communication.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

Typical Experience

At least 3 years of practical, hands-on experience in network operational support and hardware maintenance

Typical Education

• Bachelor’s degree in Computer Engineering, Computer Science, Information Technology, or a related field.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.