The Service Desk Analyst – Level 1 provides first-line technical support to end users, ensuring timely resolution of IT issues in a fast-paced service environment. This role involves troubleshooting hardware and software problems, managing access rights, and delivering high-quality customer service across multiple communication channels.
*Key Responsibilities*
* Provide first-line support for IT-related issues including software, hardware, and network problems (PCs, laptops, printers, iPhones, iPads).
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Act as the technical lead for network-related incidents, problems, changes, and service requests, ensuring proper coordination, escalation, documentation, and closure.
Collaborate with server, cloud, desktop, cybersecurity, application, and other ICT teams, as well as external vendors and service providers, to ensure seamless integration and delivery of network infrastructure services.
Lead troubleshooting and resolution of network equipment and connectivity issues involving routers, switches, wireless access points, firewalls, WAN links, VPNs, and other network components to minimise business impact and downtime.
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Collaborate to design, build, and support all networks required for Vantage Corporate, Security Management Systems, Building Management Systems, and other needs as defined by the business, including creation/updating of all supporting documentation
Create, implement, and support standard processes and procedures to support Service Level Agreements to both Vantage business partners and Vantage customers for network uptime, reliability, service, and performance
Assist in the specification, ordering, purchasing, asset-tracking, and inventory of network-related equipment/supplies/software
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Collaborate to design, build, and support all networks required for Vantage Corporate, Security Management Systems, Building Management Systems, and other needs as defined by the business, including creation/updating of all supporting documentation
Create, implement, and support standard processes and procedures to support Service Level Agreements to both Vantage business partners and Vantage customers for network uptime, reliability, service, and performance
Assist in the specification, ordering, purchasing, asset-tracking, and inventory of network-related equipment/supplies/software
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Collaborate closely with marketing, sales, project management, and customer teams to support solution design, technical presentations, service delivery, and strategic business initiatives.
Participate in regional and global technical delivery projects, ensuring successful deployment, integration, and commissioning of Core Network solutions in accordance with customer requirements and industry best practices.
Solution Design: Apply technical expertise to design innovative network solutions that align with the organisation’s strategic objectives.
Network Deployment: Design and deploy enterprise-grade LAN, WAN, SDWAN and wireless network infrastructure, including servers, routers, switches, hubs, UPS systems, and associated hardware.
Technology Research: Conduct ongoing research on network products, services, protocols, and emerging standards to remain current with industry developments.
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Master Complex Problem Solving: Collaborate with cross-functional teams to diagnose complex network incidents, performing deep root-cause analysis to prevent recurrence
Maximize System Reliability: Define and maintain Service Level Objectives (SLOs) through advanced telemetry and streaming analytics to ensure "five-nines" availability
Influence Strategic Roadmaps: Translate technical roadmaps into business value for stakeholders and steer vendor product evaluations to align with long-term strategy
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We are seeking a skilled and dedicated Network Security Engineer with a strong foundation in network security principles and practices. The ideal candidate will possess a deep understanding of Cisco networking technologies, particularly with a Cisco Certified Network Associate (CCNA) certification. This role involves designing, implementing, and managing security measures to protect our network infrastructure from potential threats and vulnerabilities.
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Collaborate with our product team to provide feedback on product features and latest release based on client feedback and industry trends
Attend trade shows and events to represent the company and promote our network security solutions
Ability to lead project and ensure successful project closure on-time will be a plus. Such tasks include client kick-off meetings, planning and configuration, knowledge transfer and documentations
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