Role Summary
The Network Support Analyst is responsible for 24/7 monitoring of network infrastructure and UPS systems, performing first-level incident triage, event analysis, ticket management, and escalation to higher support tiers when required. The role ensures continuous service availability and timely response to incidents within agreed SLAs.
Key Responsibilities
Network Monitoring & Operations
- Monitor network infrastructure and UPS systems on a 24/7 shift basis.
- Perform real-time monitoring of routers, switches, firewalls, wireless infrastructure, load balancers, IPS/IDS/NAC systems, and other network devices.
- Identify, validate, and respond to network alerts and alarms.
- Conduct initial fault isolation and troubleshooting.
Incident Management
- Log, track, and manage incidents through the ticketing system.
- Perform first-level diagnosis and resolution of network incidents.
- Escalate unresolved or critical incidents to L2 support according to escalation procedures.
- Ensure incidents are updated and communicated in a timely manner.
Operational Support
- Execute routine health checks and monitoring activities.
- Support preventive maintenance activities during scheduled maintenance windows.
- Assist with documentation updates and operational procedures.
Reporting
- Maintain accurate incident records and operational logs.
- Contribute to daily, weekly, and monthly operational reports.
Requirements
- Diploma or Degree in Information Technology, Computer Science, Network Engineering, or related discipline.
- 1-3 years of experience in network monitoring, NOC, or IT operations environments.
- Basic knowledge of TCP/IP, routing, switching, VLANs, DNS, and network troubleshooting.
- Familiarity with network monitoring tools and ticketing systems.
- Willingness to work rotating shifts, weekends, and public holidays.
Preferred Skills
- Exposure to Cisco, Fortinet, Palo Alto, Aruba, Juniper, or equivalent technologies.
- Basic understanding of network security concepts.
- CCNA or equivalent certification is advantageous.
