Network Analyst

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Experienced Network Engineer to support the BIS Network team and other BIS teams in resolving internal customer and supplier day to day Network support issues through incident ticket analysis, communication and escalation where appropriate. The incumbent will use their extensive knowledge of IT Network systems (LAN, WLAN, WAN, IPT technologies and Remote Access technologies) to troubleshoot and resolve issues in a timely manner or re-direct to the appropriate team as required.

Performs other duties as advised by the GTS Network Lead including but not limited to Problem ticket analysis/resolution, baseline Change implementation and Project delivery.

Location: Green Park, Reading

Rate:£345.00 per day

Duration:3 months initially

Key Accountabilities:

· Manages the Network Support Incident queue ensuring timely resolution of incidents to drive KPI target adherence, working with suppliers where necessary, effectively escalating critical incidents and participating/leading in major incident resolution.

· Lead/participate in the delivery of AOP Projects and/or significant RFC's in line with client Project methodologies.

· Act as a key member of the team for Network incident related activities including actively knowledge sharing and implementing best practices within the team.

· Maintain accurate and meaningful records relating to incidents to enable full audit analysis and problem management, as well as ensuring that a consistent approach to incident handling is maintained.

· Undertake incident lifecycle reviews to improve the efficiency of incident detection, diagnosis, repair and restore.

· Work closely with the Problem lead to identify reactive and proactive problems, analyse root cause and reduce incident volume.

Experience and Competencies required:

· Intermediate Network support experience, Cisco CCNP qualified or studying towards a Cisco CCNP.

· Minimum 4 years experience in an ITIL IT support environment. ITIL Foundation certification is desirable.

· Facilitates continuous improvement processes to effectively identify improvement opportunities

· Develops back out/de-installation or contingency procedures and approach

· Defines system installation strategy (e.g., cut over and parallel)

· Executes deployment tasks without supervision

· Describes architectural complexities and factors them into decisions and recommendations

· Coordinates with other teams as necessary to complete necessary tasks to provide systems support (i.e., test, deployment, release management activities, training and disaster recovery)

· Uses facilitation tools (e.g., handouts, overheads and flip charts) in meetings to increase effectiveness and efficiency

· Facilitates remote meetings effectively via conference calls and/or Live Meeting

· Makes adjustments to content, mode and style of communication to enhance relevance and audience comprehension, both in preparation of content and during presentations

· Designs and develops effective presentations to convey complex topics, influence an audience and facilitate decision making

· Solicits feedback on own communication style from others and responds to it by tailoring style accordingly

· Has a good appreciation of the wider field of IT outside own specialisation and understands how own role relates to other IT roles and to the employing organisation as a whole.

· Has a systematic, disciplined and analytical approach to all work undertaken.

· Demonstrates effective oral and written communication ability covering all routine activity and contacts.

· Is able to absorb rapidly and apply new technical information as required.

· Resolves medium to complex issues/incidents and ensures priority resolution including on call support as needed

· Identifies need to improve infrastructure software and hardware performance and recommends modifications

· Manages the complex relationship between infrastructure hardware and software and analyzes the relationships between infrastructure software and various operating systems, layered products and application software to determine compatibility

· Assembles and configures infrastructure software and hardware components to meet requirements based on defined configurations

· Modifies infrastructure software and hardware to comply with the organization's standard operating environment

· Utilizes standard IT processes, tools, standards in day to day work; provides input to and supports enhancements to IT processes and tools

· Creates and maintains systems documentation and recovery procedures

· Investigates and proactively prevents issues through root cause analysis, trend reporting and risk management procedures

· Expresses difficult or ambiguous ideas logically and clearly to individuals or groups, providing adequate context

· Translates and communicates technical information so that it can be clearly understood by those outside of discipline

· Addresses confrontational situations in a professional manner