Network Analyst

Position Purpose
The provision of timely, quality Information Technology voice and data support services to the business. Covering all IT support requests including mobile and fixed line communication and associated peripherals, commercial and IMG developed applications and network infrastructure on IMG sites. This position is expected to provide mentoring and training services to the other members of the support team.

Duties/Responsibilities
Strategy & Planning

• Provide and implement recommendations on support processes to support IT system improvement as well as staying abreast of changes in business operations.
• Maintain technical documentation including training guides.
• Acquisition & Deployment
• Ability to install, configure, maintain and troubleshoot IMG workstations, networks for voice/data, wireless and remote access.
• Experience in maintaining, understanding current technology and standards so that you can support the network and development environments.
• Oversee and implement new and existing equipment hardware and software upgrades.
• Operational Management
• Log all incoming support requests and route calls the appropriate IT support team(s).
• Maintain department service levels expectations.
• Provide support for IT services, including e-mail, print, voice and backup services; including associated hardware.
• Participate and take a lead within IT project teams locally and regionally where required.
• Support workstation hardware and software and ensure network connectivity of all workstations, participate in managing all network security solutions and administer equipment upgrades when required.
• Ensure adherence to IT policies, procedures and standards.
• Practice hardware and software asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• Administer and maintain end user accounts, permissions, and access rights.
• Provide 2nd line support for 1st line analyst and ensure 2nd line escalated support requests are followed through to conclusion.
• Provide mentoring and training services to the other members of the support team.

Specifications

• Comprehensive knowledge of network and PC operating system, including Windows Server Versions, Exchange 2007/2010, Windows desktop version and all versions of MS Active Directory
• Applicable qualifications in the field of computer science and 2 years equivalent work experience.
• Demonstrable service desk experience supporting a global organization.
• Certifications in MSCE or equivalent.
• Working technical knowledge of current network hardware, protocols, and standards, including
• HP and Cisco.
• Working technical knowledge of telephone systems and VoIP.
• Comprehensive troubleshooting experience.
• Project management skills
• Microsoft CRM