2nd line Network Analyst

 Location: UK - Hatfield | Job-ID: 204745 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

Life on the team

If you’ve set your heart on a career in IT Networking join Computacenter as a 2nd Line Network Analyst in Hatfield and you’ll find there’s everything in place for you to realise your ambitions.

We’ve become Europe’s leading independent provider of IT infrastructure services by being open, upfront, and straightforward. So, you’ll know exactly what’s expected of you, managers will be accessible when you need training and support, your voice will be heard, and we’ll take a genuine interest in how you want to develop.

Successful candidate will provide proactive and reactive network management, including resolution of network incidents, root cause analysis and completion of change requests. The role will focus on remotely resolving incidents, increasing the first-time fix rates, ensuring SLA’s are met, and wider call management.

What you’ll do

Key Accountabilities:

• Stakeholder engagement will be key, and you will establish and maintain good relationships within IT Services and Business Change, additionally interacting with business teams, as and when required
• Managing compliance and patching, vulnerability management, ITIL BAU Queue management, small project work to the customers time frames, providing technical advice and recommendations where required
• Documentation Audit ownership, liaising with 3rd Line to enable any service improvement to reduce incidents on the customers environment.

 
Roles and Responsibilities:

• Call and incident Management
• Respond to service calls and resolve incidents to ensure SLA targets are achieved
• Increase the First Time Fix rate
• Adhere to escalation procedures
• Assist with technical escalations for other team members
• Monitor call queue and follow up with specialist support teams for resolution
• Adhere to customer and Computacenter Security Policies
• Contribute to and use the sites procedure file
• Participate in team and sector meetings
• Utilise the Remedy tool suite to monitor progress of all incidents
• Ensure accurate completion of all incident records and associated paperwork
• To monitor and update the call management system as required
• Assist with SLA reporting

What you’ll need

• To be successful in this role you need to have experience in or working towards a 2nd line support capacity, we are looking for a real team player with desire to resolve technical problems who can work on their own initiative
• IT Networks infrastructure and relevant technical qualifications desirable (CCNA/CCNP)
• Network knowledge including Cisco Technologies, (LAN/WAN), TCP/IP Protocols, Switches
• Understanding of Firewalls and security technologies
• Experience of, Synergy tools, Wireless, Citrix and Aruba technologies would be an advantage.
   

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.