Senior Network Support Analyst

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HybrIT Services is a rapidly expanding Systems Integrator and Managed Service Provider. We pride ourselves on a customer-first approach, delivering high-quality services while fostering strong relationships with our clients.

Our diverse customer base includes large corporations, medium‑size businesses, and SMEs across various sectors, such as financial services, public sector, legal, and national retail. With extensive partnerships within the IT channel and a growing direct business, HybrIT offers our team broad exposure and experience across multiple industries and scales of technical solutions.

The right candidate can expect a competitive package and the opportunity to thrive in an environment that supports both personal and professional development within a dynamic and expanding company.

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.

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.

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 accelerate 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.

Core Knowledge

Essential up to 3rd line network and security support knowledge (Candidate must have majority of these and be able to grow skills quickly to cover missing areas.)

Network & Security Technical Skills

• Routing & Switching – Good understanding of routing and switching concepts, support and troubleshooting including OSPF, BGP, VLANs, Spanning Tree, QoS in practical network environments.
• Security Knowledge – Familiarity with basic network security principles, including firewalls, VPNs, and intrusion prevention systems (IPS).
• Networking Protocols – Working knowledge of network protocols like TCP/IP, DNS, DHCP and NAT.
• Network Security

Strong experience with Fortinet FortiGate firewalls (policy config, VPNs, SD-WAN, SASE, ZTNA, HA, DPI).

Knowledge of FortiManager and FortiAnalyzer for centralised management and logging.

Understanding of Forti Authenticator and Endpoint Management Server.

Experience managing security policies, NAT, SSL inspection, and threat protection profiles.

Familiarity with firewall migrations and multi‑tenant environments.

• Wi‑Fi & Wireless Networks – Knowledge of wireless network configurations and troubleshooting, especially with systems like Cisco Meraki or Extreme Networks. Configuration and securing with 802.1x.
• Network Monitoring Tools – Experience using network monitoring tools such as Site 24×7 to identify and resolve network performance issues.
• Packet Capture Tools – Experience with tools like Wireshark for capturing and analysing network traffic to troubleshoot network issues.

Hands‑on experience with Azure networking architecture including VNets, Subnets, Route Tables, NSGs, UDRs.

Configuration and troubleshooting of VPN connections (site‑to‑site, point‑to‑site).

Understanding of Azure Firewall, Private Links, ExpressRoute, and Load Balancers.

Experience integrating on‑prem networks with Azure environments securely.

• Automation & Scripting – Basic knowledge of scripting with tools like PowerShell to automate network and system tasks.
• IPv6 and Dual Stack Networks – Solid understanding and experience working with both IPv4 and IPv6 network configurations.
• Compliance – Knowledge of network security principles, segmentation, and zero‑trust networking. Awareness of common frameworks (e.g., ISO 27001, NIST, CIS Controls).

Core Infrastructure & ITSM 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 escalated 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.
• 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.

Technical 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

• 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.

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.

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 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

Package

• Competitive Base Salary £35,000 – £45,000 per year (Depending on Experience)
• Private Health Care
• Performance Related Annual Bonus
• 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

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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