2nd Line network Analyst
2nd Line Network Analyst
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 roles will focus on remotely resolving incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider call management.
As part of this role you will be responsible for:
- 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
The Ideal Candidate
To be successful in this role you need to have experience in or working towards a 2nd line support capacity, strong network knowledge including Cisco Technologies, (LAN/WAN), good understanding of Firewalls and security technologies, experience of, Synergy tools, Wireless, Citrix and Aruba technologies would be an advantage, IT Networks infrastructure and relevant technical qualifications desirable (CCNA/CCNP). We are looking for a real team player with desire to resolve technical problems who is able to work at their own initiative.
SC clearance is also a requirement for the position.
About the Company
We advise customers on their IT strategy; implement the most appropriate technology from a wide range of leading vendors and manage their technology infrastructures on their behalf. At every stage we make our customers’ businesses sharper by removing cost, complexity and barriers to change across their IT infrastructures.
Our corporate and government clients are served by offices across the UK, Germany, France, the Benelux countries, Spain and South Africa. We also serve our customers’ global requirements through our extensive partner network.
Key facts about Computacenter
Computacenter is Europe’s leading independent provider of IT infrastructure services & solutions
Our focus is on corporate and government organisations, typically of from 500 to 10,000 employees, and large enterprises of 10,000 or more employees.
Over 12,000 staff employed across the Group with 4100 working in the UK. 2017 adjusted profit before tax was £106.2 million, up from £86.4 million in 2016. Revenues of £3.79 billion an increase from £3.25 billion on the previous year.
Over 70% of Computacenter’s Group revenue comes from services, software, and sales of enterprise products such as servers and connectivity/networking technology
Achieve great things - for yourself, our customers and our business
At Computacenter we win together by making sure all our people have the autonomy to get things done and to find excellent solutions for our customers.