Location:
Bristol

Salary:
-

Closing Date:
26/01/2022


Job Description

Excited to grow your career?

Our mission is to 'help people save and invest with confidence'. We are looking for great people to join us, so please come and invest in YOUR future at HL.

Are you a Networks Support Analyst keen to offer technical support in a FTSE 100 company? Do you have excellent customer service and technical skills? Could you tackle the challenges of working in a fast paced, busy and highly regulated environment?

As a Networks Support Analyst, you’ll be configuring, maintaining and supporting the network hardware and software which support our 2000+ colleagues and over 1.6million clients. Enabling HL to deliver change in a fast-paced environment and thrive at scale, whilst delivering a ‘best in class’ service. You will work closely with our IT support teams and build relationships with key stakeholders as well as using performance metrics to ensure continuous improvement.

Reporting to the Networks Support Manager, you will be responsible for ensuring incidents, problems, changes and requests are handled effectively and in a timely manner. You will use ServiceNow, our ITSM tool, to manage tickets, adhering to the incident management and request fulfilment processes. You will be contributing to the continual improvement of the Networks Support team, adhering to service management processes to meet SLAs, and creating and managing knowledge items to assist self-service.

KEY DUTIES AND RESPONSIBILITIES:

Delivering a best-in-class service within a high performing Networks Support team, always striving to meet business SLAs and KPIs
Management of the Network Support tickets logged within the ITSM, prioritising your workload effectively, whilst ensuring SLAs and KPIs are met
Actively engage in a culture of continuous improvements to deliver quality service and support
Infrastructure security, ensuring the network systems estate remains security compliant
Responding to new vulnerabilities in a timely manner
Providing network support for cloud-based proxy/zero trust services
Providing Technical Support for Major Incident events, ensuring RCA is carried out for all Incidents and Problems
Maintaining and operating network monitoring platforms such as SolarWinds & Nagios/Opsview
Responsible for recording and managing all changes in line with ITIL best practice, and understanding the business risks and change impacts
Ensuring the successful installation of Audio-Visual equipment across the HL offices, working with 3rd party vendors
Following corporate standards and processes. Creating and updating documentation and knowledge items

WHAT WE’RE LOOKING FOR:

Knowledge:

General understanding of ITIL principles (qualified to ITIL foundation level is desirable)
Strong knowledge of typical network & application layer protocols such as, TPC/UDP, DNS, DHCP, NTP, HTTP, TLS, SNMP, SSH
Experience using IT Service Management tools such as ServiceNow & JIRA
Understanding of load balancing methods and technologies

Experience:

Experience working in a 2nd line support role and/or experience of working in Junior/Associate Networks Support Analyst (or equivalent) role
Experienced in managing network devices such as L2/L3 switches, next gen firewalls, load balancers, IPS, VPN gateways

Skills:

Excellent customer relations skills
Excellent communication skills, both written and verbal, together with polite telephone manner
Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge.
Excellent troubleshooting and investigation skills
Well organised and able to prioritise workload

Who you are:

Keen to take initiative
Friendly and positive attitude
Reliable and trustworthy
Collaborative and community focused

WHY HARGREAVES LANSDOWN 

Here at Hargreaves Lansdown, we’re the UK’s number 1 investment platform for private investors, based in Bristol. For more than 40 years we’ve helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

WHAT'S ON OFFER?

Performance-related annual bonus scheme
25* days holiday, plus 8 bank holidays, plus 1 day additional Christmas closure time
Option to purchase up to an additional 5 days holiday each year
Pension scheme - up to 19% contribution
Flexible working options available
Enhanced parental leave benefits
Variety of travel to work schemes, including season ticket loans and cycle to work
Bike storage and shower facilities
Employee assistance programme
Volunteering opportunities
Annual events, activities and sports groups
Smart casual dress policy and dress down Fridays

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't tick every box. If you're excited about working for us, and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need!

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
 
This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information.

Please note, we are unable to provide employment sponsorship to candidates.

PLEASE NOTE:

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