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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· Act as the first point of escalation for NOC technicians before issues are raised to the Regional NOC Manager.
· Coordinate maintenance (MOP) activities with vendors and site teams, including customer notifications of planned and corrective work where applicable.
· Manage customer and vendor communication for facility operations incidents and customer requests, including remote hands.
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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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Cross-Functional Collaboration & Stakeholder Engagement: Work closely with internal teams across Network, Technology, Finance, Legal, and Procurement to ensure sourcing strategies are technically aligned and commercially robust. Manage stakeholder expectations throughout sourcing lifecycles, facilitating alignment between technical specifications and commercial outcomes.
Supplier Relationship Management & Contract Governance: Establish and nurture strategic partnerships with key suppliers, overseeing contract negotiations, performance management, SLA/KPI compliance, and continuous improvement initiatives. Collaborate with Contract Management and Legal to ensure sound contractual frameworks supporting service excellence and risk mitigation.
Coaching & Capability Development: Mentor and provide functional guidance to Sourcing Specialists, sharing expert knowledge in telecommunications procurement practices. Champion a culture of procurement excellence, commercial discipline, and continuous improvement within the team.
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Drive proposal and tender quality - Author solution write-ups, bills of materials, and scopes of work that strengthen win rates, including submissions for regulated industries such as oil & gas.
Advise on IT and infrastructure integration - Guide client IT teams through deployment considerations including cloud vs. on-premise architecture, network and connectivity requirements, API integration, and dashboard/digital twin setup.
Build internal technical capability - Develop playbooks, FAQs, and training materials that raise the sales team's technical fluency and reduce dependency on ad hoc engineering support.
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Maintain documentation & reports. Periodically reviewing IT SOP, guideline, policy, procedure, and control to ensure the efficiency, effectiveness of the SOP & information security controls as a whole, recommending improvements wherever is necessary.
Degree in Computer Science, Information Technology or equivalent practical experience
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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