Network Support Analyst

**Network Support Analyst**

**Initial 6 month contract**

**Selby**

**Hybrid working**

We are happy to be recruiting for one of our high-profile utilities clients based in Selby. They are currently looking for a Network Support Analyst to join them for an initial 6-month contract. However, there may be scope for extension or even permanentopportunity.

**Purpose of the Role**:
Responsible for providing technical network support within the Network Tower. Maintaining the network infrastructure, resolving incidents, dealing with service requests, patching, and supporting project related workstreams.

**Dimensions**:

- Works as a member of the Network Operations team, as part of Group IT responsible for providing 2nd / 3rd line Network support for multiple sites across the UK
- Provides Technical escalation point and supports the Network Services across all the clients UK sites
- Delivery of operational excellence, targeting 99.99% uptime within the tower, and within the end-to-end SLA.
- Works closely with all other IT teams (EUS, Infrastructure, DBA), Solutions Architecture, Governance and third parties and business stakeholders across the clients group
- Deliver services that are focused on customer experience and business outcomes
- Deliver network related requirements for both internal and external projects

**Key Accountabilities**
- Responsible diagnosing and resolving network related issues either affecting the users or Network infrastructure.
- Responsible for implementation of Firewall rule changes (Palo Alto, Cisco ASA and Checkpoint)
- Responsible for day-to-day operation and support of Network Firewalls Palo Alto (firewalls & Panorama), Cisco ASA and Checkpoint
- Responsible for maintaining complex campus LAN Networks across multiple locations in the UK (Cisco)
- Responsible for managing 3rd party suppliers as required to maintain LAN / WAN services.
- Provides Network technical support for various business and internal projects, ensuring that the deliverables and milestones are met
- Follow the change controls, incident management processes and policies as defined by the company.
- Maximize network performance by monitoring, troubleshooting problems and outages
- Ensuring network equipment, Switches, Routers, firewalls etc are patched, upgraded in a timely manner to latest stable versions
- Securing network, firewalls by establishing cohesive rules and policies, and defining and monitoring access
- Ensure the technology, systems & support are optimised for customer facing individuals or teams working remotely from the office - from design through to remediation of issues.
- Work to SLAs to ensure that we meet business expectations. Communicate early and clearly if these SLAs are expected to be missed
- Continue to review and improve the technology solution or knowledge base allowing issues to be fixed on first touch and minimising client downtime
- Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems, and projects

**Knowledge, Skills and Experience required**:

- Must have experience in configuring and deploying Palo Alto Panorama
- Hands on experience configuring & supporting Palo Alto Firewalls
- CCNA certified or able to demonstrative technical hands-on knowledge at that level
- Previous experience working in a network technical support function at 3rd line level
- Hands on experience configuring & supporting Cisco switches (IOS, IOS-XE, Nexus) and routers
- Hands on experience configuring and support ASA / Checkpoint Firewalls would be beneficial
- Hands on experience configuring & supporting other vendors equipment including F5, Checkpoint, Fortinet, VMWare (NSX-T) would be desirable
- Experience in support large scale networks and internal user base
- Excellent ability to plan and prioritise own workstreams and deliver to SLAs and tight deadlines.
- Proven ability to operate in a pressurised situation and successfully handle multiple priorities.
- Excellent communication skills enabling interaction with all levels of the business (including written and oral communication where appropriate)
- Customer focussed, service driven with evidence of planning and delivering projects and services on time.
- Experience of working with third party Telco service providers.
- Working knowledge of ITSM practices
- Any working knowledge / experience of PCI / DSS would be desirable.

**Measures of Success**:

- Ensuring the network is maintained and available 99.99% of the time or above.
- All incidents / service requests tickets kept updated and resolved in a timely manner to ensure SLA / OLA are met.
- Ensuring the network is maintained and available 99.99% of the time or above.
- Fulfilling any network related project commitments based on time and quality.
- Support of change initiatives through ITSM policies and procedures.
- Maintaining compliance with all standards held by the company.

**Location**:
This is a hybrid working role, with a requirement to work from the clients Selby office 2 days a week. In addition to any on site requirements.

**Working hours**:
Standard working hours with some flex where required.

Pontoon Solutions are an equal opportunities company