Provide expert-level support for network infrastructure (LAN, WAN, SDWAN, VPN, firewalls)
Act as the primary escalation point for complex network issues ensuring timely resolution and service continuity
Deliver outstanding customer service through clear, professional communication
Collaborate with support tiers and cross-functional teams to streamline escalation and share knowledge
Administer and optimise firewall technologies and remote access solutions, contributing to robust security and compliance
Maintain accurate documentation and contribute to knowledge base improvements
Identify recurring problems and implement long-term solutions to improve reliability
Monitor and optimise network performance, capacity, and cost using advanced tools
Support operational processes: Incident, Problem, Change, and Knowledge Management
Ensure compliance with SLAs, governance, security, and audit requirements
Assist with disaster recovery planning and service continuity testing
Contribute to continuous improvement through feedback, mentoring, and process optimisation

Degree in IT or equivalent industry experience
Proven experience in enterprise network environments, including LAN/WAN, SDWAN, VPN, and firewall technologies
Strong understanding of IPv4, DNS, DHCP, and TCP/IP fundamentals
Experience supporting cloud networking (Azure, AWS) and remote access solutions
Excellent verbal and written communication skills
Strong customer service and stakeholder engagement abilities
Logical and analytical approach to problem-solving
Ability to work under pressure and manage priorities effectively

IT Analyst – Networks

Key skills