Network Support Analyst

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)