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Third Line Network Analyst

Location: [[Nottingham/Hatfield]] | Job-ID: 28664 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services


Job Introduction 
A fantastic opportunity has arisen for a 3rd Line Network and Security Analyst with solid routing and switching, strong knowledge in Firewall technologies who wants to continue to expand their technical skills by joining our Networking team based in Hatfield or Nottingham. 
The successful candidate is required to support our customer base across predominantly the UK and mainland Europe. The role will focus on providing technical support to our 2nd line teams, customers and business. The role will require a person that can provide customer facing solutions, resolve customer issues in a timely and professional manner.
Essential Skills


  • Experience in a 3rd Line Support capacity, with demonstrable experience of resolving incidents for multiple    customers
  • Relevant technical qualifications, i.e. Cisco CCNA, CCNP Routing & Switching, Juniper, Checkpoint (CCSA/CCSE), Loadbalancers (Citrix NetScalers, F5, Cisco ACEs), RSA etc.
  • Technical knowledge of Networking and Security, LAN/WAN
  • Loadbalancers ie Citrix NetScalers, F5, Cisco ACEs
  • Firewall Technologies ie Cisco/Checkpoint/Juniper/Aruba


Desired Skills


  • Authentication technologies Ideally Cisco TACACS and/or RSA
  • Experience of working in a NOC environment 
  • Proven experience of ITIL Service Management process planning, and implementation
  • An understanding of DevOps, Automation, Scripting
  • SC Clearance (or clearable)

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 small project work to the customers timeframes, providing technical advice and recommendations where required.
  • Providing guidance to the 2nd line team to reduce incidents on the customers environment
  • Contributes to, supports and works within the team 
  • Excellent organisational skills, able to take a methodical approach to service issues 
  • Able to work under pressure 
  • Excellent written and verbal communication skills 


Role and Responsibilites


Technical 80%

  • Fault Management - In depth Call and incident Management – Customer facing
  • Escalations - Ensure the right technical level input is provided for all assigned escalations 
  • Mentoring -  Provide mentoring to 2nd line analysts to ensure an increase in technical skills
  • Service Integration -  Provide technical leadership in the implementation/take on of new customers and  services
  • Service Design - Support the Operational and Design Architects provide a customer design that meets customer and Computacenter requirements
  • Changes -  Manage and implement all Non-Standard and Standard Technical requests
  • Pro Active -  Provide technical leadership in all proactive tasks, identifying gaps and providing solutions that meet Computacenter and customer expectations
  • Tooling -  Integrating Computacenter tools into customer environments

Administration 20%

  • Documentation - It is critical for all customer documentation to be kept 100% up to date
  • Participate in team meetings 
  • Utilise the business tool suite to manage day to day tasks
  • Ensure accurate completion of all incidents records and associated paperwork
  • Updating – the call management system as required
  • Reporting – Assist with SLA reporting when required
  • Security – Adhere to customer and Computacenter Security Policies
  • Worksheets – Update accurately worksheets and system pricing tools as documented


Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services. We have about 16,000 employees worldwide who are accompanying our international customers on their path to digital transformation.


Our team of professionals serves corporate and government clients in a variety of industries. We support around 4.2 million users from our Global Service Desk. They are in more than 70 countries and speak 30 languages.


At our service desk locations, you can expect a dynamic, international and informal work environment with flexible work schedules and various offers for professional and personal development. Our informal atmosphere and the strong feeling of belonging makes you feel like being part of a great community.


Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.

Apply now »