Senior Network Analyst - NMC

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings. With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath’s continued focus on network excellence and a “customer first” service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Summary

Under the direction of the NMC Manager, the Senior Network Support Analyst will be responsible for the support of the Lightpath Network and all customers. The NMC directs and actively coordinates all testing, maintenance, and repair functions for all products and services, while monitoring all network elements within the Lightpath footprint.

This role has a strong focus on data platform and product support, including troubleshooting and operational support across Layer 2 and Layer 3 switching technologies, as well as LAN networks that interface with Lightpath services. Utilizing Network Management Systems, candidates will engage other LP teams as needed to test, diagnose, and fault isolate issues to restore service quickly and ensure network resilience.

Responsibilities:

• Monitor and respond to network-related events across transport, data, and customer service platforms.
• Conduct monitoring and intrusive testing for all products and managed services, including Ethernet, VPN, ELAN, and IP services.
• Open and track trouble tickets, performing initial analysis and triage for customer-reported service issues; resolve directly when possible or escalate to higher-tier support teams.
• Manage and support trouble tickets using ticketing and engineering databases to ensure accurate documentation and timely resolution.
• Apply strong technical proficiency in Layer 1, 2, and 3 networking, with emphasis on Ethernet switching (VLANs, STP, trunking, port-channeling) and routed networks (OSPF, BGP, VRFs).
• Troubleshoot LAN handoffs, including port-level analysis, VLAN tagging, and subnet/IP addressing.
• Serve as liaison with end-users, managers, and technical teams to communicate status updates until resolution is achieved.
• Interface daily with Field Service, Engineering, Customer Care, Product, and Change Management teams to coordinate testing, dispatches, and repairs.
• Ensure performance metrics and goals are achieved for network availability and MTTR.
• Participate in scheduled maintenance windows and change management activities as required.
• Ability to work flexible hours in a 24x7 environment, including evenings, weekends, holidays, overtime, and on-call rotations.

Qualifications and Certifications:

• Minimum 2 years of NOC and/or Network Engineering experience required.
• Bachelor’s degree in Networking, Telecommunications, Computer Science, or equivalent experience preferred.
• Certified Cisco Network Associate (CCNA) or Professional (CCNP) strongly preferred.
• Hands-on experience with DWDM, Ethernet, Layer 2/3 switching, and routing technologies.
• Strong working knowledge to support intelligent transport and managed service solutions for E-Line, V-Line, E-LAN, VPN, Internet Access, bundled services, and managed routers.
• Familiarity with LAN protocols and troubleshooting methodologies (IP addressing, DHCP, DNS, VLAN design).
• Experience using CLI across Cisco, Juniper, or Nokia devices.
• Strong verbal and written communication skills, with proven ability to multitask and manage competing priorities.
• Ability to collaborate, problem-solve, and use conflict resolution skills effectively.
• Proficient with Microsoft Office and network monitoring tools.

Performance Standards:

• Maintain targeted network availability objectives of 99.999%.
• Meet or exceed “On-Net” MTTR ≤ 4.0 hours objectives.
• Achieve a first call trouble management acknowledgement rate >95%.
• Deliver strong customer experience by providing clear, proactive communication during incidents and maintenance.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. 

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law.  This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $70,000- $80,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience.