1st Line Network Support Analyst

Job description

The 1st Line Network Support Analyst is part of the Group CTO directorate and sits in the network operations division, within the Jisc service desk. You will report to the relevant Jisc service desk shift leader. We make sure that our digital IT capabilities and expertise are applied cost-effectively and imaginatively to provide respected services. Our work areas include network operations, security, trust and identity, cloud and brokerage services, data centres and co-location, sip telephony and e-infrastructure.

About the role

In this exciting role, you will be able to enhance and develop your technical experience. The main function of the role is to provide the first point of contact for all Jisc services and is the first line of Janet operational support and fault. You will also be required to record, track and resolve customer queries and complaints.

Other responsibilities will include

• Record and track queries and complaints and ensure their resolution either by Jisc Service Desk staff or by escalation to other members of the company as appropriate
• Record, track and ensure resolution of operational problems, including those reported to the Jisc Service Desk, those identified by Jisc Service Desk staff and those notified by automatic network monitoring systems. This will include liaison with customers, suppliers, other network operators and colleagues
• Monitor the regional, national and international network systems and services that comprise Janet
• Assist in the maintenance of various records and the creation of reports for management purposes and to meet the requirements of the Service Level Agreement

Why work at Jisc

We want to make sure our people have the flexibility they need to balance their personal lives and do well at work. So, we focus on outputs rather than presenteeism and are open to a whole range of ways of working, including flexible hours and working from home.

We’re always learning and developing. All our people have access to a huge variety of learning resources to help them achieve this.

Our benefits are great too. We offer

• 25 days holiday (plus bank holidays and three additional days Christmas closure) and flexible agile working
• A range of health and wellbeing benefits, including access to wellbeing support
• The option to join a generous pension scheme
• A wide range of discounts, a cycle scheme, financial wellbeing savings and season ticket loans, as well as a range of other benefits
• We also offer generous parental leave arrangements, career breaks and volunteer leave

Connecting with each other is easy, thanks to our technology but getting face to face is something we value and find time for when we can. Our main offices are Bristol, London, Harwell and Manchester, so you may need to travel on occasion.

Other stuff you need to know

At Jisc we celebrate diversity and know that it is critical for our success. We work hard to make sure we’re inclusive. So, if you are great at what you do and share our values, we want to hear from you.

What we are looking for

We know that sometimes people can be put off applying for a job if they think they can’t tick every box but we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You could be exactly what we need.

We are looking for:

• Proven experience of working in a technical service environment
• Strong interest in working with web technologies and basic web applications
• Ability to translate and communicate technical information so that it can be clearly understood by customers and colleagues
• Ability to prioritise workload in order to meet targets

Accepted degree subjects

Any

Additional job details

How to apply

Click Apply to start your application now. This job will be available on Prospects until 2 June 2022

Don't forget to mention Prospects to employers when you contact them.

Closing date:  Continuous recruitment