Network/Systems Analyst

20931BR | 2021/02/04  
1707 MARKET PLACE BLVD
SUITE 200
IRVING
Texas

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At CEC Entertainment, we build careers around great food, family and fun! Our purpose and our passion is to create the best place for kids and families to eat and play!

CEC Entertainment, the global leader in family entertainment and operator of Chuck E. Cheese’s and Peter Piper Pizza restaurants, has an opportunity available at our Support Center based in Irving, TX for a Network/Systems Analyst on our IT Team!

The CEC Information Technology team is responsible for the information technology operations for Chuck E Cheese and Peter Piper Pizza locations. The Infrastructure Operations & Service Management team is responsible for maintenance, management, and first line response for all technology enabled systems and platforms. The IT Network/Systems Analyst plays an important role in the day-to-day support function of Chuck E. Cheese and Peter Piper Pizza restaurants to ensure that all incidents and requests receive timely response, systems are continually monitored, patching and other maintenance duties are performed on schedule, and incidents and/or requests are managed to SLAs. The person who is selected for this position will have the ability to build strong relationships within the IT organization and with business stakeholders, while being able to manage and support CEC’s core and site-based technology infrastructure.

RESPONSIBILITIES:

  • Provide Tier II Level Technical Support
  • Ensure incidents and problems are appropriately resolved or escalated to Tier III
  • Implement and support current and future Managed Services contract obligations within stated SLA’s
  • Analyze error logs, system generated errors and system activity and submit feature requests for enhancements to make support more efficient and productive
  • Assist with maintenance of off the shelf monitoring software and databases
  • Provide Outstanding Services Management & Support of IT Platforms & Services
  • Ensure circuits are activated on time, are stable, and added to monitoring system
  • Support customer site installation of firewalls, routers, switches, and telephony devices.
  • Support for the integration of existing PSTN handoffs to customer UC environment
  • Providing recovery and restoration of the network in event of a disaster or major incident
  • Complying with security and controls requirements regarding network data and voice technologies
  • Oversee open incidents and service requests to ensure they are resolved/fulfilled in a timely manner
  • Identify, manage, and mitigate risks to ensure successful delivery of IT services, working closely with the Problem Manager
  • Perform hierarchal and functional escalations and coordinating activities between multiple IT resolver groups for critical or chronic issues
  • Serve as the first point-of-contact for escalation
  • Visit stores as a “boots on the ground” approach to obtain firsthand feedback on the store’s technology health
  • Liaison with technology operations teams (including field support, application teams, and leadership) to ensure swift resolution of incidents within service targets – especially during critical outages/changes/tasks
  • Liaison with vendors, contractors, etc. to ensure that third parties fulfill their contractual obligations, with regards to resolving problems and providing problem-related information and data
  • Advocate for Continual Service Improvement (CSI)
  • Assist and guide technology teams and customers to follow documented ITSM processes
  • Ensuring operational excellence by managing incidents or customer network related issues to completion in a timely manner
  • Monitoring network health and vulnerability
  • Managing site network designs, End of Life (EOL) hardware and OS versions
  • Planning and implementing network changes
  • Providing recovery and restoration of the network in event of a disaster or major incident
  • Prepare and Maintain Accurate Technical Documentation
  • Maintain accurate information within server and network management tools, systems, and the CMDB.
  • Assist with disconnect process to ensure IP address, license, keys, client accounts are removed
  • Maintaining overall operations reliability
  • Ensuring operational excellence by managing incidents or customer network related issues to completion in a timely manner
  • Monitoring network health and vulnerability
  • Managing / maintaining site network designs, End of Life (EOL) hardware and OS versions
  • Ability to work some weekend shifts and participate in on-call rotation

ESSENTIAL QUALIFICATIONS:

  • Bachelor’s Degree in Computer Information Systems, Information Technology, Network or closely related field preferred
  • Certifications: CCNA or equivalent experience desired; CCNA-Voice/Collaboration, CCNA-Wireless, SSNCA-Security preferred
  • 3+ years of hands-on experience with route/switch
  • 2+ years of experience with wireless networks and network security appliances
  • Thorough understanding of telecommunications theory and voice communications
  • Able to work within a customer oriented, positive team environment
  • Strong interpersonal, oral, visual, and written communications skills for communications to technical and non-technical staff
  • Data/Voice certifications or experience equivalent e.g. CCNA, CCNP, JNCIA, Cisco Voice
  • Strong network (data and voice) knowledge with emphasis on routing/switching
  • Experience with Cisco Meraki Firewalls, Switching, and Wireless strongly preferred
  • Experience with Windows administration – Windows 7/10, Server 2012/16, with a focus on network services & configurations
#diversity #inclusion #culture

PHYSICAL DEMANDS:
To perform the duties of this position, the incumbent must have the ability to sit, walk, stand, bend, twist, reach, and carry, lift, pull, push between 1 – 25 lbs. Incumbent must use a computer, with repetitive movement of both hands. Incumbent must be able to work an 8-hour shift, with some overtime. Incumbent must also be available to travel as needed.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions is included.

THE COMPANY:
CEC Entertainment is the nationally recognized leader in family entertainment and dining with both its Chuck E. Cheese and Peter Piper Pizza restaurants as well as the virtual kitchen brand Pasqually’s Pizza & Wings. As the place where a million Happy Birthdays are celebrated every year, Chuck E. Cheese’s goal is to create positive, lifelong memories for families through entertainment, food and play. The Company and its franchisees operate a system of 558 Chuck E. Cheese restaurants and 114 Peter Piper Pizza stores, with locations in 47 states and 15 foreign countries and territories. More than 10,000 employees are dedicated to ensuring Every Guest Leaves Happy!

At CEC Entertainment, we believe that our workforce should reflect the diverse backgrounds, experiences and perspectives of the many guests we serve. As an Equal Opportunity Employer, we do not discriminate against applicants due to race, ancestry, color, genetics, gender identity, gender expression, sexual orientation, national origin, religion, age, physical or mental disability, pregnancy, veteran status, or on the basis of any other federal, state or local protected class.

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