Senior Network Support Analyst

Location

This is a hybrid role, offering the flexibility to work from home with office attendance 3 days a week, travel to customer sites for support purposes could be required on occasion.

Candidates must be within a commutable distance to the office in or close to the NN7 postcode.

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Hours

Standard working hours of 37.5 hours per week

Support cover currently works on a shift-based system providing cover between 7am and 7pm.

A shift rota is in place for out of hours cover which rotates between the team.

Out of hours upgrades, changes and patching are required based on customer requirements, this is then reflected in the working pattern of the team.

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Role Summary

As a Senior Network Support Analyst, you will provide advanced technical support for network and firewall-related issues, acting as a key point of contact for customers needing assistance. You will be responsible for resolving incidents and service requests efficiently while ensuring a high standard of customer service. This role will see you troubleshooting network-related IT issues, including cloud, infrastructure, security, and modern workplace technologies. A core understanding of infrastructure and cloud is required to support the wider team and provide on call support.

Key Responsibilities

• Provide advanced technical support and troubleshooting for network and firewall related incidents and service requests.

• Act as the primary point of contact for customer queries and ensure timely and accurate issue resolution.

• Act as an escalation point for network related issues from the wider team.

• Support the management and troubleshooting of networking technologies

• Maintain and resolve issues with network infrastructure, including routers, switches, firewalls, and other related devices.

• Work alongside the team to monitor, resolve, and escalate network performance issues

• Perform proactive maintenance for network devices ensuring compliance for firmware and system updates.

• Ensure all service requests and incidents are logged, tracked, and escalated where necessary, adhering to SLAs and service standards.

• Mentor and provide support to junior members of the team, offering guidance on technical issues.

• Maintain knowledge of current network technologies and best practices

• Collaborate with other teams as needed, supporting a range of services across networking, security, and infrastructure.

Experience

The ideal candidate will have demonstrable experience over multiple roles working for an IT Managed Service Provider or in busy IT service desk environment as part of their most recent role with demonstrable knowledge of multiple different network configurations, topologies and vendors. This experience should showcase the ability to handle more complex issues, perform advanced troubleshooting, and support the day-to-day operation of Networking systems.

Core Knowledge

Ideal candidate would have working experience of wider infrastructure and cloud management, support and IT Service Management principles which includes but is not limited to the following;

• ITSM & Ticket Management - Experience with ITSM tools aligned to ITIL processes, including handling incidents, changes, and problems.

• Service Desk Processes - Understanding of the service desk lifecycle, from ticket creation to resolution and closure, ensuring adherence to SLAs and best practices.

• Incident Resolution - Demonstrated ability to follow processes for incident resolution and escalate when necessary to higher-level support.

• Operating Systems - Emphasis on Microsoft Windows Server (all Versions) and respective client connectivity

• Hypervisors - Virtualisation principles and management including Hyper-V & VMware

• Microsoft 365 Suite - Administration of Entra (Identity)/ Security / SharePoint / Exchange Online)

• Active Directory - Management, Group Policy, Sites and Services, ADconnect

• Public Cloud - Azure Administration & Management

• Endpoint Security - Antivirus/Firewalls

Desirable Knowledge

• Experience with SIEM platforms and integration of network devices into SOC environments is desirable.

• Microsoft Azure - Familiarity with Azure services beyond the basics, such as Azure AD (Entra), or Azure workload configuration such as Azure hosted Servers.

• Windows Server & PowerShell - Exposure to Windows Server environments and use of PowerShell and Bicep for administrative or automation tasks.

• VOIP/SIP Experience – Understanding of voice systems such as Microsoft Teams Voice and SIP-based platforms. Our SIP trunks are currently delivered via Gamma, GTT, and Epsilon.

• Endpoint Management – Microsoft Intune for device compliance, policy deployment, and remote support.

• Security Awareness – Understanding of fundamental security principles, such as MFA, conditional access, secure password practices, and basic threat detection or response processes.

Personal Attributes

• The correct attitude and aptitude to develop current skills into expert knowledge for new and emerging technologies

• Ability to manage multiple tasks efficiently, prioritising according to urgency and impact.

• Must be a team player

• Good customer facing skills

• Good communication skills (written and verbal)

• Excellent problem-solving skills

• A thirst for technology

• The ability to work under pressure to strict deadlines

• Self-motivator with a positive working attitude and an excellent work ethic

• An ambitious individual who wants to succeed and can take a vested interest in the success of the business

Certifications

Engineers should be working towards or have attained some of the certifications below. Current certifications would be a distinct advantage.

• Cisco – CCNA routing & switching on path to CCNP

• Fortinet

      FCP Network & Security – FortiManager\FortiAnalyzer elective

      FCP Public Cloud Security – Azure Cloud Security Administrator core

• Microsoft - Azure Admin – AZ 104, Networking AZ 700

• Extreme - Wired & Wireless Tracks up to troubleshooting level

It would be expected that if not already obtained – Some of these certifications would be achieved within the first 6-12 months of employment.

Package

• Competitive Base Salary £35,000 - £45,000  per year (Depending on Experience)

• Private Health Care

• Performance Related Annual Bonus

• Workplace Pension

• Death in Service cover

• Great Office environment with staff room (Darts, Poot Table etc.)

• Ample onsite parking facilities

• Day to Day perks such as snacks and employee lunches in office

• Excellent social environment with events such as games nights and various competitive competitions for those who want to take part

Benefits

At HybrIT we are all about being the best we can be and supporting our people. We will help you develop your skills and make sure you have all you need to succeed at the role as well as being clear on progression and development routes for the future as you grow with us. You’ll be joining a cohesive team where you’ll be encouraged to be yourself. You’ll also have access to all of the corporate benefits you would expect from a company like HybrIT:

• Competitive salary

• 25 days annual leave entitlement, climbing to 30 plus public holidays

• Birthday leave

• Free on-site gym at Weedon Bec

• Flexible hybrid working pattern

• Company sick pay

• Company social events

• Company polo shirts and jacket

• Life assurance 4x times salary (max £250K)

• Comprehensive healthcare cover

• Dental cover

• Eyecare cover

• Employee Assistance Programme including mental health support

• Company pension scheme

• Training and on-going professional development

• Time off in lieu

• Enhanced maternity, paternity and adoption leave