Job Title: Network Analyst

Location(s): Worldwide

Role Objective

The Company support functions play a critical part in maintaining operations and allows the organisation to deliver the highest quality service to our customers. Irrespective of the role, everyone is equally respected and contributes to the success of the business.
As a Network Analyst you will maintain and troubleshoot network services including LAN, WAN, WIFI with an element of Telephony and Identity Access Management taking ownership of incidents and changes until completion.
Network Analyst are required to work on a shift pattern providing 24x7x365 support including bank holidays, weekends and other religious and non-religious festivals.

Key Responsibilities

Core activities of this role include:

Complete logical troubleshooting and fault diagnostics, supporting with the swift resolution of customer incidents.
Engaging with senior engineers where initial troubleshooting could not lead to resolution and progressing incidents to resolution.
Evaluate the priority of Incidents, Problems and Changes logged to ensure that all are dealt with appropriately and ensuring that any escalation is processed in a timely manner (diagnosis and resolution)
Ensure that all customer problems are resolved to a satisfactory conclusion
Pro-actively communicate verbally with the customer base to ensure that the customer is aware of any upcoming changes or problems which may affect them.
For all requests that cannot be directly resolved, provide an effective interface between customers and those responsible for diagnosis and resolution, taking into account agreed levels of service.
Monitor services and hardware such as system performance and health using industry tools (LogicMonitor, PRTG)
Responding to system alerts and events according to defined procedures
Ensure all SLA’s, OLA metrics are met or exceeded
Create and maintain operational support documentation
Work in collaboration with other departments within the business such as the Service Desk
Adhere to appropriate departmental procedures and practices
Develop and maintain your expertise to ensure personal development through an agreed training plan.

You will also;

Provide customer and key stakeholder communications in the event of any service impacting issues to communicate incidents resolution to customers
Make sure logged information is accurate and available, so that it can be used across Service Management for service reports, Problem investigations, and other purposes
Build strong relationships with all key customers and stakeholders to ensure high levels of satisfaction.
Undertake regular or ad-hoc service investigations as requested
Resolve or escalate any loss of or degradation to service monitoring systems
Raise appropriate incident cases based on alerts generated by service monitoring tools or information received, and assign to the right resolution team or supplier
Perform data analysis under Problem Management’s direction, to detect emerging trends and underlying service issues.
Absorb new technologies and services and develop the processes required to identify and fix faults.
Where required assist in the raising of changes on behalf of key partners and engage with key stakeholders in respect of these.

Skills & Experience

Demonstratable experience in the following areas:

Knowledge of core switching, routing, wireless, firewall and infrastructure technologies – CCNA
Strong understanding of ITIL and IT Best Practices – ITIL V3 required
Experience of working in a customer focused environment to support providing an exceptional customer end to end experience
A logical approach to troubleshooting, diagnosing and resolving problems
Embraces change, seeking opportunities for continuous improvement

Understanding of the below technologies desirable;

Core switching technologies (LAN/DTP/STP/EtherChannel)
Core routing technologies (RIP/OSPF/EIGRP/BGP)
Wireless technologies (WLAN/wireless authentication/optimisation/Cisco Meraki)
Core firewall technologies (NAT/ACL’s/L2L VPN)
Core infrastructure technologies (DNS/DHCP)
Identity Access Management
Telephony

Ability to work under pressure meeting tight deadlines whilst demonstrating drive and have a positive approach to work.
A logical approach to troubleshooting, diagnosing and resolving problems (technical and non-technical challenges in the business environment)
Great problem-solving skills with an understanding of how clear, simple processes work best within the Business.
Experience working as part of a team with the ability to learn and develop new skills whilst showing that you can prioritise work efficiently and productively and manage your time well.
Excellent communication skills (verbal, written and listening) including an excellent telephone manner and high customer service skills.
Ability to produce and update network diagrams and support documentation.
Self-motivator, results and quality orientated, good organisational skills, attention to detail, positive helpful attitude
Ability to learn and develop new skills whilst showing that you can prioritise work efficiently and productively and manage your time well.
Recognises and embraces change, seeking opportunities for continuous improvement.
Qualifications:

Cisco Certified Network Associate (CCNA, CCDA) or Comptia N+ – Qualified or working towards

Advantage but not essential

ITIL V3 Foundation – Qualified or strong awareness

Competencies:

Initiative - The willingness to move things forward by taking action without needing to be asked and without due escalation.
Achievement Orientation -The determination to perform at the highest standard, aiming to exceed norms and expectation.
Customer Orientation - The ability to recognise both internal and external customers and the willingness to cooperate with them fully, in order to help them achieve their objectives.
Analysis - The ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems.
Adaptability - The ability to maintain effectiveness in a rapidly changing environment and the willingness to respond quickly and positively to change.
Organising Work - The ability to marshal and manage resources (people, funding, materials and support) to achieve a project or task. Able to manage own time efficiently and to handle multiple activities in parallel to accomplish the goals.
Professional Expertise - The ability and motivation to apply and develop one’s own professional knowledge and to share this expertise with others.