3rd Line Network Analyst

Milton Keynes
05 Apr 2018
18 Apr 2018
Contract Type
Full Time

A fantastic opportunity has arisen for a 3rd Line Network 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 at Hanslope Park, Milton Keynes. The role will focus on providing technical support in your chosen discipline with the opportunity to expand that knowledge in other technical areas and provide technical escalation 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.

Successful applicants will need to need to cover the shift pattern once comfortable in the role. This shift includes some nights and on-call. There is an additional payment given once you join the shift rota.

There may be a requirement for cross cultural collaborations in Europe.


Competitive + Benefits


Must hold current SC Clearance

Main Responsibilities

Main Responsibilities

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 to 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 and sector meetings
* Utilise the business tool suite to manage day to day tasks
* Ensure accurate completion of all incident 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

Ideal Candidate

* Relevant technical qualifications such as

* CCNP R&S/Security or relevant experience (Highly desired)
* Solid understanding of Data Centre deployments (desired)
* Firewall Technologies (Cisco ASA, Juniper)
* Checkpoint - CCSA/CCSE
* Understanding of proxy technologies (Ideally Bluecoat)
* Load balancers (Citrix Netscalers, F5, Cisco ACEs,).
* Authentication technologies (Ideally Cisco TACACS and/or RSA)

* Experience in a 3rd Line Support capacity, with demonstrable experience of resolving incidents for multiple customers
* A broad technical knowledge of Cisco Technologies, Juniper (LAN/WAN) and a good overall understanding of Firewalls.
* Good understanding of IT Networks infrastructure
* Ability to work on own initiative, address and resolve problems in a pressurised environment.
* Ability to resolve incidents in the Network environment used by the customer
* Excellent organisational skills, able to take a methodical approach to service issues
* Contributes to, supports and works within the team
* Excellent communication and interpersonal skills
* Able to work under pressure
* Good customer skills

Skills Desired:

* Technical knowledge of Cisco, Juniper, firewalls
* Relevant technical qualifications, i.e. CCNP networks
* Experience of working in a NOC environment.
* Good understanding of ITIL
This job was originally posted as www.jobsite.co.uk/job/960430556

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