Senior Network Support Analyst
Posting Date : 17 Nov 2020 | Close Date :17 Dec 2020
 


The Senior Network Support Analyst is accountable for an effective, seamless application and infrastructure support for end users.  He will report to the APAC Infrastructure Team Leader and work closely with the Infrastructure Services team to provide 3rd line support for 13 offices across Asia Pacific.

 

Job responsibilities:

• Routing and Switching – all network technology used to connect services from regional data-centres to any connected endpoint

• Firewall/DMZ/Internet technologies and devices

• Assist in the support of voice/video/web conferencing systems and integration into other user applications

• Providing 3rd line support for the timely resolution of incidents and problems; diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels

• Ensure customer satisfaction levels (for example, as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements

• Executing regular maintenance and monitoring of tasks; be accountable for the management and maintenance of systems and services by ensuring they are fit for purpose and available at all required times

• Take part in audits and risk assessments as directed by the Global Application and Security Manager and develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations and participate in disaster recovery rehearsals to prove their effectiveness

• Commercial acumen with a good understanding of the overall picture of IT service costs and how IT adds value to the business; this includes maintaining and optimising applications and infrastructure

• Bringing new releases into production

• Being recognised as subject matter expert in the technologies supported by the team to provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions

• Manage suppliers and ensure that supplier performance is fed back to the Team Leader.

 

Key Technical requirements:

• Detailed practical knowledge of the operation and maintenance of IT infrastructure and services within a Microsoft technology environment

• Cisco Certified to CCNA/CNNP (Routing & Switching) or equivalent level experience

• Strong knowledge of Routing Protocols such as OSPF/EIGRP

• Cisco Layer-2 and Layer-3 switching

• Knowledgeable in industry best practices, typically using recognised models including ISO27001

 

Experience:

• Minimum 4/5 years IT experience with at least 3 years’ experience in a 3rd line role supporting a number of the technologies in network, infrastructure and application

• Experience of working in an ITIL environment

• Understand the relevant technology standards and roadmaps

• Network Management and monitoring tools

• Experience working within the professional services and in a global environment across international locations with an appreciation of the demands placed on support teams by the business

 

Certification:

• Minimum “A” level standard education or equivalent

• ITIL Foundation

• 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)

• Accreditation in relevant technologies preferred

 

Candidate:

• Credible, highly self-motivated, self-starter, who will undertake all activities to the highest professional standards

• Excellent communication skills, both orally and written

• Ability to make sound decisions under pressure

• Ability to operate within a wider team where there may be ambiguity and conflicting priorities

• Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work

 

 

 


Sub Specialization : IT;Business/ IT Analyst
Type of Employment : Permanent
Minimum Experience : 4
Work Location : Singapore
   
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