Sr. Network Operations Lead

Job Description: Network Operations Lead

Position Summary:

Key Responsibilities:

Network Infrastructure

• Configure, maintain, and troubleshoot routers, switches, firewalls, and wireless access points.

• Monitor network performance and implement improvements to optimize uptime and reliability.

• Manage network documentation, including topology maps, configurations, and change logs.

• Assist with network upgrades, patching, and hardware/software lifecycle management.

Help Desk & User Support

• Resolve help desk tickets related to network and connectivity issues.

• Resolve complex technical problems involving VPNs, DNS, DHCP, and access control.

• Provide hands-on support for desktop, printer, and peripheral network issues.

• Collaborate with help desk staff to improve ticket triage and resolution workflows.

Security & Compliance

• Implement and monitor network security protocols including firewalls, antivirus, and intrusion detection.

• Ensure compliance with internal IT policies and external regulatory standards.

• Support disaster recovery planning and data backup procedures.

Reporting & Collaboration

• Track and report on network health, ticket resolution metrics, and user satisfaction.

• Liaise with vendors for hardware/software support and procurement.

• Work closely with IT leadership to align network operations with business goals.

Qualifications:

• 5+ years of experience in network administration or technical support.

• Strong understanding of LAN/WAN, TCP/IP, DNS, DHCP, and network troubleshooting.

• Experience with help desk systems (e.g., ServiceNow, Zendesk) and ticket workflows.

• Certifications such as CompTIA Network+, CCNA, or equivalent preferred.

• Excellent communication and documentation skills.

Ideal Candidate Profile:

• Thrives in hands-on technical environments.

• Comfortable juggling network responsibilities and user support.

• Capable of mentoring other technicians and improving support processes.