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Network Support Analyst

Job details

Location: Singapore
Job Type: Permanent
Discipline:
Reference: IT/YT/NSA/160119C
Posted: 3 months ago
Consultant: Yvonne Tang
Consultant Email: email Yvonne
Consultant Phone:

Job description

Role and Responsibilities

Architecture & Technology Planning

  • Understand the relevant technology standards and roadmaps

Application and Infrastructure Support

  • Works with the Team Leader to ensure effective, seamless support for end users to include
    • Support of applications and infrastructure; 
    • Ensure effective hand-offs between global Service Management teams and Regional IT Support Officers;
    • Ensure effective, reliable and efficient end to end processes (internal and external) are in place;
    • Embed continuous improvement and leading by example;
    • Operate within Service and Operational Level Agreements and performance reporting; and
    • Ensure customer satisfaction levels (for example, as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements.
  • Maintain appropriate documentation (including knowledge bases containing known issues /workarounds and support handbooks) for effective 3rd line support

Service Delivery

  • Diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels
    • As necessary investigate high impact incidents/problems through involvement in SWATs
  • Develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; and undertake review of effectiveness of change implementation.
  • Define and deliver continuous improvement programmes, in conjunction with the Team Leader and Global Service Management teams, so that, where applicable, systems deliver an improved performance to the business.
    • Enhancements and improvements to services should be delivered by the appropriate governance authority  and
    • Maintain a culture of continual improvement and problem solving.

Build and Implementation

  • Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions
  • Monitor effectiveness of installation and ensures that appropriate recommendations for change are made
  • Ensure that documentation and training materials are created and are suitable
  • Ensure the correct implementation of standards and procedures

Supplier Management

  • Ensure that supplier performance is fed back to the Team Leader

Risk Management 

  • Refer to domain experts for guidance on specialised areas of risk, such as architecture and environment.
  • Take part in audits and risk assessments as directed by the Global Application and Security Manager.
  • Participate in disaster recovery rehearsals to prove their effectiveness.

Quality, Methods & Tools

  • Strive for improvements to processes by suggesting changes in approach and use of industry best practices, typically using recognised models including ISO27001.
  • Provide advice to management on ways of improving the effectiveness and efficiency of their control mechanisms.

Key requirements

Experience

  • Minimum 2/3 years IT experience with at least 1 years experience in a 3rd line role supporting a number of the technologies listed in this job description.
  • Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business.
  • Experience of working in an ITIL environment

Qualifications

Qualifications – ideally the candidate should have the following or equivalent:

  • Minimum "A" level standard education or equivalent
  • Accreditation in relevant technologies – preferred
  • ITIL Foundation – preferred
  • Minimum Cisco Certified Network Associate (CCNA), preferably Cisco Certified Network Professional (CCNP) – Routing and Switching, Voice or Security
  • Palo Alto Accredited configuration engineer (ACE)
  • Check Point Certified Security Administrator (CCSA)

For all interested applicants, kindly send your updated resume in MS Word format to Yvonne Tang at yvonnet@charterhouse.com.sg

EA License no: 16S8066 | Registration no: R1110355

This job has expired!