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Network Support Analyst

The Intersect Group

Goodlettsville, TN

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JOB DETAILS
SKILLS
Analysis Skills, Billing, Broadband, Business Support, Change Management, Communication Skills, Corrective Action, Customer Support/Service, DSL (Digital Subscriber Line), Data Analysis, Data Quality, Detail Oriented, Distribution Services, Documentation, Finance, Financial Analysis, Financial Operations, Financial Reporting, Information Technology & Information Systems, Information/Data Security (InfoSec), Leadership, MPLS (Multi-Protocol Label Switching), Multitasking, Network Administration/Management, Network Architecture/Engineering, Network Connectivity, Network Performance/Analysis, Network Support, Operational Audit, Operational Improvement, Operational Support, POTS (Plain Old Telephone Service), Performance Analysis, Presentation/Verbal Skills, Process Improvement, Purchasing/Procurement, Real Estate, Relationship Management, Remodeling, Retail, Risk, Satellite Television Installation, Service Level Agreement (SLA), Supply Chain, Technical Support, Telecommunications, Trend Analysis, Wide Area Network (WAN), Wireless Communications, Writing Skills
LOCATION
Goodlettsville, TN
POSTED
2 days ago

Job Title:    Network Support Analyst, IT Operations and Services, Network Services
Department:    IT Operations and Services
Reports To:    Senior Manager - Network Services,  IT Operations and Services
Supervises:    No direct reports

General Summary:
This role exists to provide dedicated operational and analytical support for telecom and connectivity services across the enterprise. The Telecom & Network Services Analyst partners closely with Network Services leadership, vendors, and cross-domain IT teams to manage carrier relationships, analyze outages, support service lifecycle activities, and ensure accurate, finance-ready reporting of telecom performance and costs.
This position plays a critical role in reducing operational friction, improving vendor accountability, and enabling stable, cost-effective connectivity across retail stores, distribution centers, offices, and emerging wireless solutions.

Duties & Responsibilities: What major responsibilities does this position have, and what percentage of time is spent on completing them? (Typically 5 – 7)
Telecom Operations & Vendor Support
  • Serve as a point of contact for telecom service providers
  • Track, monitor, and follow up on carrier incidents, chronic issues, repeat outages, and SLA performance.
  • Coordinate vendor escalations and maintain clear documentation of root cause, restoration timelines, and corrective actions.
  • Support Quarterly Business Reviews (QBRs) with carriers by preparing outage trend analysis, performance summaries, and risk items.    
  • Incident Analysis & Reporting
  • Analyze telecom-related incidents (P1–P4) impacting the network.
  • Prepare concise, leadership-ready summaries that are suitable for finance, operations, and executive audiences.
  • Maintain historical data to support vendor accountability and service improvement discussions.    
  • Circuit & Service Lifecycle Management
  • Assist with circuit inventory tracking, including installs, disconnects, migrations, and technology upgrades.
  • Support transitions from legacy services (e.g., POTS/DSL) to modern solutions such as fiber, broadband, SD WAN, FWA, or satellite (e.g., Starlink).
  • Validate billing alignment with active services and assist in identifying billing discrepancies or stranded costs.
  • Partner with Procurement, Real Estate, and Finance teams on connectivity considerations for new stores, remodels, relocations, and lease conditions.    
  • Wireless & Alternative Connectivity Support
  • Support deployment and operational readiness of alternative connectivity solutions for rural or underserved locations.
  • Assist with site readiness reviews, documentation, and coordination for wireless or satellite installations.
  • Track performance and stability of non-traditional circuits and escalate issues appropriately.    
  • Cross Domain Collaboration
  • ?    Work closely with Network Engineering, EUC, Applications, InfoSec, Supply Chain, and Retail Technology teams to resolve telecom-related dependencies.
  • Ensure connectivity risks and constraints are clearly communicated during projects, maintenance events, and change windows.
  • Support change management processes with accurate telecom impact analysis and post-change validation.    
  • Documentation & Process Improvement
  • Maintain clear documentation of telecom processes, contacts, standards, and escalation paths.
  • Identify opportunities to streamline reporting, improve data accuracy, or reduce manual effort in telecom operations.
  • Assist Network Services leadership with ad hoc analysis, audits, and leadership requests.    


Knowledge, Skills, and Abilities (KSAs): What KSAs are required to perform this job:
*    Strong understanding of telecom and connectivity concepts (WAN, MPLS, broadband, fiber, wireless, SD-WAN).
*    Ability to analyze outage data and translate technical details into clear, business-focused summaries.
*    Experience coordinating with external vendors and managing follow-ups across multiple stakeholders.
*    Strong written and verbal communication skills, especially for executive and finance audiences.
*    High attention to detail with the ability to manage multiple priorities simultaneously.
*    Proficiency with Excel and reporting tools for trend analysis and data validation.
*    Customer service mindset with a focus on operational excellence and accountability.

Work Experience &/or Education: What are the minimum education and/or experience requirements necessary to perform this job?
  • 2–4 years of experience in telecom, network operations, IT support, or a related technical role.
  • Experience supporting large-scale retail, distribution, or enterprise environments preferred.
  • Associate or Bachelor’s degree in Information Technology, Telecommunications, or related field preferred (or equivalent experience).

 

About the Company

T

The Intersect Group

The Intersect Group is a different and better business partner. We create unparalleled value for our clients by combining industry-leading Consulting capabilities with comprehensive Staffing and recruitment services. Clients trust us to deliver results based on our deep expertise and proven resources within finance, accounting, and information technology. Through our flexible delivery approach, you get the right solution, at the right time to accelerate your success and achieve all of your mission-critical objectives.

COMPANY SIZE
500 to 999 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2006

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