Network Support Analyst

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).