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Network Support Analyst

Employer
Allen & Overy LLP
Location
Belfast (City/Town)
Salary
Competitive
Closing date
25 Jan 2021

View more

Vacancy Type
IT
Contract Type
Permanent
Experience Level
Officer / Analyst / Engineer / Executive / Coordinator
Role Classification
Other Professional

Job Details

Job description

Allen & Overy is a leading global law firm operating in over thirty countries. By turning our insight, technology and talent into ground-breaking solutions, we’ve earned a place at the forefront of our industry. Our lawyers are leaders in their field – and the same goes for our support teams. Ambitious, driven and open to fresh perspectives, we find innovative new ways to deliver our services and maintain our reputation for excellence, in all that we do.

The nature of law is changing and with that change brings unique opportunities. With our collaborative working culture, flexibility, and a commitment to your progress, we build rewarding careers. By joining our global team, you are supported by colleagues from around the world. If you’re ready for a new challenge, it’s time to seize the opportunity.

Department purpose

The Global Service Management team is responsible for shaping and running Allen & Overy’s applications and infrastructure. This includes supporting the applications, infrastructure and devices employed across the business.

The Global Service Delivery team is responsible for 3rd line support of all Allen & Overy global infrastructure, devices and applications, assisting regional support teams as required.  Global Service Delivery is the support heartbeat, with frequent interaction with and execution of the ITIL disciplines of incident, change, problem, release and capacity management.

Role purpose

The Network Support Analyst is accountable for supporting and maintaining the following areas:

  • Routing and Switching – all network technology used to connect services from regional data-centres to any connected endpoint.
  • Firewall/DMZ/Internet/Azure Cloud technologies and devices
  • Assist in support of voice/video/web conferencing systems and integration into other user applications.
  • Providing 3rd line support for the timely resolution of incidents and problems.
  • Executing regular maintenance and monitoring tasks.
  • Accountable for the management and maintenance of systems and services, by ensuring they are fit for purpose and available at all required times.

             > This includes maintaining and optimising applications and infrastructure
             > Bringing new releases into production.

  • Being recognised as subject matter experts in the technologies supported by the team.

Key relationships

  • Works with the network of Product Leaders, Product Specialists and Team Leaders to ensure a co-ordinated approach to support, improvements, disaster recovery and security across applications and infrastructure. 
  • A close working relationship should be developed with the ITIL Process Management team (including change, release, problem and configuration)
  • Ensure that the technology area is well understood by the Support Assistants 

Role and responsibilities

Service Delivery

  • Diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels

             > As necessary investigate high impact incidents/problems through involvement in SWATs

  • Develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; and undertake review of effectiveness of change implementation.
  • Maintain a culture of continual improvement and problem solving so that systems deliver improved performance to the business

Supplier Management

  • Ensure that supplier performance is fed back to the Team Leader
  • Utilise SOMs (service operation manuals) to initiate service escalation process with suppliers when required

Key requirements

Key Technical requirements

  • Cisco Certified to CCNA/CNNP (Routing & Switching) or equivalent level experience
  • Strong knowledge of Routing Protocols such as OSPF/EIGRP/BGP
  • Cisco Layer-2 and Layer-3 switching
  • Network Management and monitoring tools

Desirable Technical Requirements

  • SDWAN technologies
  • Traffic acceleration and optimisation (Riverbeds)
  • Local and global load balancing technologies preferably Citrix NetScaler.
  • Cisco ISE
  • Experience of DMZ/Firewall/Internet including Palo Alto, Checkpoint, Cisco ASA
  • Global Automatic Call Distribution (ACD) system (Genesys ININ).
  • Cisco UCM, Unity and CUBE)
  • Cisco Wireless
  • Azure Cloud

Who we are looking for

  • Minimum 2/3 years IT experience with at least 1 years’ experience in a 2/3rd line networks role
  • Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business.
  • Experience of working in an ITIL environment
  • Qualifications – ideally the candidate should have the following or equivalent:

> Accreditation in Cisco technologies – preferred
> ITIL Foundation – preferred

Additional information - External

Applications will close on Wednesday 20/01 at 5pm

Company

With over 5,600 people in over 40 offices, Allen & Overy is a business doing work of global significance.

Our success is built on the work of talented and motivated people who thrive in a supportive and collaborative environment, dedicated to delivering an exceptional standard of work for our clients. We’re ambitious and forward-thinking, committed to growing our business and meeting the future head-on. We’re not afraid of change, and we believe in challenging the status quo.

What we do goes beyond delivering an outstanding service. We lead the market by creating new solutions for our clients’ most complex legal and business challenges, helping them grow, innovate and thrive. By thinking creatively and entrepreneurially, we challenge expectations, push boundaries and build for the future. We draw on a world-leading network of expertise and a unique platform – such as our Advanced Delivery services and our network of Peerpoint consultants, to set the highest standards for our industry.

Global coverage in today’s market does not simply mean having offices in important cities around the world. For us, it means combining our global resources and sector expertise to work on matters that cross international boundaries with our culturally and geographically diverse teams. For you, it means that wherever you work, you’ll find a culture of inclusion and support – feeling confident to bring your whole self to work every single day. We have developed a culture in which difference is positively valued, and our people are free to be themselves.  At A&O, you're not only valued for what you do, but for who you are. 

We are in every sense one global team; supportive and collaborative, but also ambitious and driven.  Our capacity to combine these qualities and provide a setting in which our people can thrive is what makes us different.

Company info
Website
Telephone
+44 (0) 20 3088 0000
Location
One Bishops Square
London
E1 6AD
GB

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