Join arenaflex: Where Technology Meets Exceptional Support
Are you ready to be part of one of the world's most respected organizations? Welcome to arenaflex, where we combine cutting-edge technology with a family-first culture that prioritizes employee growth, satisfaction, and success. As the third largest global retailer with operations spanning fourteen countries, we remain committed to maintaining a supportive, employee-driven environment where talented individuals thrive and build lasting careers. In fact, arenaflex has been recognized as one of the best companies to work for, ranking seventh in Forbes' "World's Best Employers" list—a testament to our unwavering dedication to our workforce.
Are you passionate about technology, thrive under pressure, and excel at solving complex technical challenges while delivering outstanding customer service? If so, we have an exciting opportunity for you to join our Information Systems team as a Network Support Expert. In this critical role, you'll be at the forefront of maintaining our enterprise network infrastructure, ensuring minimal downtime, and providing exceptional technical support to our business operations across the globe.
About the Role: Network Support Expert
As a Network Support Expert at arenaflex, you'll play a vital role in ensuring the reliability and performance of our organization's network systems. You'll be responsible for monitoring, maintaining, and troubleshooting our extensive network infrastructure, which supports thousands of employees and millions of customers daily. Your expertise will help minimize network disruptions, drive incident resolution, and contribute to the seamless operation of our business activities.
This position offers an excellent opportunity for IT professionals who enjoy variety in their work, appreciate structured processes, and want to make a meaningful impact within a Fortune 500 organization. You'll work closely with cross-functional teams, collaborate with external service providers, and leverage your technical knowledge to deliver solutions that keep our operations running smoothly.
What You'll Do: Key Responsibilities
Your daily responsibilities as a Network Support Expert will encompass a wide range of technical and interpersonal tasks designed to maintain optimal network performance and deliver exceptional support to our internal stakeholders:
- Network Monitoring & Maintenance: Monitor network systems continuously, track performance metrics, and identify potential issues before they escalate into major problems. You'll test and analyze all network components, including hardware, software, and power systems.
- Incident Management: Operate the Network Support incident line, handling opening, prioritizing, troubleshooting, follow-up, notification, escalation, communication, and documentation of all network incidents. You'll attract additional resources as needed to ensure timely incident resolution.
- Emergency Response: Coordinate network outage responses, including occasional emergency replacements of inoperable equipment to minimize business impact. This includes dispatching Local Exchange Carriers (LECs), escalating issues, and working with service providers per established escalation guides.
- Equipment Management: Arrange and deliver enterprise networking equipment, review and process network truck fulfillment requests, and support network truck project tasks.
- Documentation Excellence: Ensure all incident documentation is thorough, accurate, and complete. Maintain detailed records of troubleshooting steps to effectively communicate findings to leadership when required.
- Process Compliance: Understand and apply ITIL/ITSM incident, problem, change, knowledge, and request processes. Follow established guidelines and procedures for monitoring performance and maintaining compliance.
- Training & Development: Attend scheduled training sessions to maintain and enhance your ability to support existing and future state network conditions across warehouse, terminal, data center, regional office, colocation, and cloud environments.
- Continuous Improvement: Suggest or implement improvements for team processes and policies. Actively seek opportunities to enhance operational efficiency and customer satisfaction.
- Stakeholder Communication: Provide guidance and direction to clients, teams, and other support personnel regarding daily activities, project initiatives, and support issues. Build and maintain helpful, collaborative, and effective relationships.
- Technical Troubleshooting: Resolve issues in LAN infrastructure, testing, and engineering software. Evaluate network performance to identify improvement opportunities and plan upgrades and maintenance without disrupting business workflow.
- Vendor Coordination: Work with vendors to obtain required equipment for networks and systems. Coordinate with service providers to restore services during outages or performance degradation.
- Switching & Transmission: Identify, analyze, and resolve network switching and transmission system issues while minimizing impact on customer service. Distinguish between primary and secondary network failures.
- Email & Hotline Support: Answer Network Support email inquiries and requests, and support hotline calls to assist end users while minimizing business disruption.
- Proactive Tasks: Execute Network Support proactive daily task lists and delegate assigned tasks in project management tools.
- Team Collaboration: Lead and participate in weekly team meetings to discuss ongoing issues, share knowledge, and coordinate efforts across the team.
- Hardware Support: Open and monitor technical support cases on defective networking hardware and follow through to resolution.
- Asset Management: Review and conduct corporate office data closet audits to ensure proper documentation and maintenance of network infrastructure.
What We're Looking For: Required Qualifications
To succeed in this role, you'll need a solid foundation in networking concepts combined with excellent communication and problem-solving skills:
- Networking Fundamentals: Basic understanding of Ethernet, Fiber, Frame Relay, AVPN, ISDN, Dedicated IP, and Routing protocols.
- Hardware & Software Knowledge: Foundational knowledge of network hardware and software, including routers, switches, and wireless controllers.
- Network Architecture: Basic comprehension of subnetting, VLANs, and network topology.
- Communication Skills: Excellent written and verbal communication skills, professional phone behavior, and strong customer service abilities.
- Problem-Solving: Advanced skills in troubleshooting and analyzing incidents and issues with a methodical approach.
- ITIL/ITSM Understanding: Experience with or understanding of ITIL/ITSM incident, problem, change, knowledge, and request processes.
- Work Ethic: Demonstrated strong work ethic with a positive, mature, and professional attitude.
- Independence: Self-motivated with the ability to work independently with minimal supervision.
- Process-Oriented: Process-focused with an understanding of the benefits of structured procedures and the need for compliance.
- Technical Translation: Ability to explain or communicate technical concepts to non-technical audiences effectively.
- Initiative: Actively seeks out, recommends, or implements improvements for team processes and procedures.
- Pressure Handling: Ability to perform well under pressure and meet tight deadlines.
- Innovation: Creative, innovative, and highly responsive with a strong drive to keep moving forward.
- Team Player: Collaborative nature with the ability to work harmoniously with others, sharing ideas, collaborating, and prioritizing team goals.
- Organization: Strong organizational skills with the ability to adhere to tight deadlines.
- Productivity Tools: Strong understanding of productivity software suites.
- Availability: Willingness to support off-hours functions as required, including weekends, holidays, and 24/7 on-call responsibilities on a rotational basis.
- Travel: Occasional travel may be required.
Preferred Qualifications: Bonus Points
While not required, the following qualifications will help you stand out and accelerate your success in this role:
- Industry Knowledge: Strong understanding of warehouse and retail operations equipment and technology infrastructure.
- Monitoring Tools: Basic knowledge of network monitoring tools to aid in issue identification and resolution.
- Certification: Pursuit of or possession of industry certifications such as Network+ or similar credentials.
- Academic Background: A degree in Information Technology, Computer Science, or a related field.
- ITIL Certification: ITIL Foundation certification demonstrating commitment to industry best practices.
- Automation Skills: Knowledge of scripting languages such as Python or Google Apps Script to automate repetitive tasks and improve efficiency.
Why Arenaflex: Our Culture & Benefits
At arenaflex, we believe that our employees are our greatest asset. That's why we're committed to providing a comprehensive benefits package that supports your health, wealth, and personal growth:
Competitive Compensation
We offer highly competitive base salaries that reflect your skills, experience, and contributions to our organization.
Comprehensive Healthcare
Your well-being matters to us. Enjoy comprehensive medical, dental, and vision insurance coverage for you and your family.
Retirement Savings
Plan for your future with our retirement savings plans, including 401(k) or similar programs with generous employer contributions.
Employee Stock Purchase Plan
Take advantage of our ESPP, which allows you to purchase company stock at a discounted price—sharing in our success.
Paid Time Off
Enjoy liberal vacation and paid time off benefits, giving you the opportunity to recharge and maintain work-life balance.
Employee Assistance Program
Access support for personal or work-related challenges through our confidential Employee Assistance Program.
Life & Disability Insurance
Rest easy knowing that life insurance and disability benefits, including short-term and long-term disability coverage, provide financial protection for you and your family.
Tuition Reimbursement
Invest in your future with tuition reimbursement programs that support your pursuit of additional education and professional development.
Employee Discounts
Enjoy exclusive discounts on company products and services, including in-store purchases—our way of saying thank you for your hard work.
Career Advancement
We emphasize employee development and offer numerous opportunities for career growth, training, and advancement within the organization.
Flexible Work Arrangements
Depending on the position, we offer flexible work schedules or alternative work arrangements to support your lifestyle and productivity.
Join the Arenaflex Family
If you're ready to take the next step in your career and become part of one of the BEST organizations to work for, we encourage you to apply today. At arenaflex, you'll find more than just a job—you'll discover a career where your contributions are valued, your growth is supported, and your talents can make a real difference.
Bring your technical expertise, your problem-solving skills, and your passion for exceptional service to arenaflex. Let us show you what it means to be part of a team that truly cares about its employees and customers alike. Apply now and discover why thousands of talented professionals have chosen to build their futures with us.
We look forward to welcoming you to the arenaflex family!
To apply for this position, please submit your application through our career portal. We are an equal opportunity employer committed to diversity and inclusion.