Senior Network Support Analyst

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-sized 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 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.

Core Knowledge

• Essential up to 3rd line network and security support knowledge.
• Good understanding of routing and switching concepts, support and troubleshooting including OSPF, BGP, VLANs, Spanning Tree, QoS in practical network environments.
• Familiarity with basic network security principles, including firewalls, VPNs, and intrusion prevention systems (IPS).
• Working knowledge of network protocols like TCP/IP, DNS, DHCP and NAT.
• Strong experience with Fortinet FortiGate firewalls.
• Knowledge of FortiManager and FortiAnalyzer for centralised management and logging.
• Experience managing security policies, NAT, SSL inspection, and threat protection profiles.
• Knowledge of wireless network configurations and troubleshooting.
• Experience using network monitoring tools.
• Hands-on experience with Azure networking architecture.
• Basic knowledge of scripting with tools like PowerShell.
• Solid understanding and experience working with both IPv4 and IPv6 network configurations.
• Knowledge of network security principles, segmentation, and zero trust networking.

Core Infrastructure & ITSM Knowledge

• Experience with ITSM tools aligned to ITIL processes.
• Understanding of the service desk lifecycle.
• Demonstrated ability to follow processes for incident resolution.
• Emphasis on Microsoft Windows Server and respective client connectivity.
• Virtualisation principles and management including Hyper-V & VMware.
• Administration of Microsoft 365 Suite.
• Management of Active Directory.
• Azure Administration & Management.
• Endpoint Security knowledge.

Desirable Knowledge

• Experience with SIEM platforms.
• Familiarity with Azure services beyond the basics.
• Exposure to Windows Server environments and use of PowerShell.
• Understanding of voice systems such as Microsoft Teams Voice.
• Microsoft Intune for device compliance.
• Understanding of fundamental security principles.

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.
• Microsoft - Azure Admin – AZ 104, Networking AZ 700.
• Extreme - Wired & Wireless Tracks up to troubleshooting level.

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.

Personal Attributes

• The correct attitude and aptitude to develop current skills into expert knowledge.
• Ability to manage multiple tasks efficiently.
• 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.
• An ambitious individual who wants to succeed.

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. 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.