Senior 3rd Line Network Support Analyst (IT All Rounder)

SUMMARY:
The 3rd Line Service Desk Analyst is the senior escalation point within the IT team, responsible for resolving the most complex technical issues across our systems and infrastructure. You will lead advanced troubleshooting, manage critical incidents end-to-end, and contribute to improving the resilience and security of our technology environment.

POSITION INFO:

Qualifications / Certifications:

• Microsoft Certifications (MCSE/MCP) (Preferred)
• CCNA (Cisco Certified Network Associate ) OR CCNP (Cisco Certified Network Professional)
• ITIL Certification / Cisco Firepower
• Valid driver’s license with own transport

Technical Competencies

• 3-5 years’ experience in 3rd level Support, Service Desk and/or networking.
• Proficient in Microsoft Server environments and Active Directory administration.
• Strong skills & expertise in Microsoft 365, Azure, SharePoint, OneDrive, and Intune.
• Experience with virtualization technologies (Hyper-V, VMware).
• Advanced networking, VLAN management, and Cisco security solutions (including Cisco Firepower).
• PowerShell scripting for automation and administration.
• Experience with disaster recovery planning and execution.
• Advanced troubleshooting across server, network, virtualization, and cloud platforms.
• Strong networking and security expertise, including VLAN management and Cisco Firepower.
• Skilled in designing and improving Microsoft Server and cloud infrastructure.
• Ability to mentor team members and lead complex projects.

Resonsibilities:

• Provide advanced technical support across hardware, software, networking, and cloud systems as the primary escalation point beyond 2nd Line Support.
• Own complex incidents end-to-end, including diagnosis, resolution, root cause analysis, and documentation, ensuring issues are resolved within SLA and recurrence is prevented.
• Act as a technical leader, coaching and mentoring 1st and 2nd Line Analysts to build their capability and confidence.
• Design, implement, and maintain network and server infrastructure to support business requirements, scalability, and security standards.
• Review, monitor, and improve system security, proactively identifying and addressing vulnerabilities, and recommending enhancements to reduce risk.
• Plan, coordinate, and deliver IT projects, including infrastructure upgrades, migrations, new deployments, and system integrations.
• Develop and maintain comprehensive technical documentation, configuration records, and knowledge base articles to support effective operations and knowledge sharing.
• Lead proactive monitoring, capacity planning, and performance tuning activities to maintain system health and optimise service delivery.
• Collaborate with infrastructure teams, third-party vendors, and other stakeholders to resolve complex technical issues and deliver continuous improvement.
• Ensure compliance with all security policies, data protection regulations, and operational standards in all areas of responsibility.
• Participate in disaster recovery planning, testing, and execution to ensure business continuity

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