SUPPORT ANALYST

Xalient specializes in the convergence and holistic management of identity, cybersecurity, and networking to deliver secure connectivity within a zero-trust framework. Offering world-class Identity solutions and services including IGA, PAM, customer identity, access enforcement and IAM solutions, Xalient also delivers transformative software-defined networking, cybersecurity technologies and managed services. Established nine years ago to challenge traditional secure networking markets, Xalient has earned recognition as an award-winning global IT consulting and managed services provider. Headquartered in the UK, with additional offices in the USA and across Europe, Xalient boasts a client roster including industry leaders such as Kellogg’s, Avis Budget Group, WPP, and Keurig Dr Pepper. Innovation drives Xalient's approach, exemplified by MARTINA, an AIOps tool designed to provide visibility and predictive monitoring, now empowering enterprises worldwide. Xalient helps make the world’s largest brands more secure, resilient, adaptable, and responsive to change. *Xalient was named among Europe’s Fastest Growing Companies in 2024 by Financial Times and Statista for the third consecutive year. The Xalient support functions play a critical part in maintaining operations and allows the organisation to deliver the highest quality service to our customers. Irrespective of the role, everyone is equally respected and contributes to the success of the business. As a Support Analysts Level 1 you will be providing first-level technical support to our clients, assisting with network troubleshooting, and ensuring the smooth operation of network services. Support Analysts are required to work on a shift pattern providing 24x7x365 support including bank holidays, weekends, and other religious and non-religious festivals. Why Xalient? We are an award-winning, IT consulting and managed services business, specialising in modern, software-defined networking, security and communications technologies, delivering innovative solutions and services to major organisations right across the globe. Our service portfolio ranges from consulting strategies and assessments through to solution design, deployment and fully managed services, incorporating market-leading technologies in each of our specialist areas. What you’ll be doing Provide first-level technical support for network-related issues via phone, email, and ticketing system. Evaluate the priority of Incidents logged to ensure that all are dealt with appropriately and ensuring that any escalation is processed in a timely manner (diagnosis and resolution) Respond to and resolve client inquiries in a timely and efficient manner, escalate complex issues to higher-level support teams as necessary. Monitor services and hardware such as system performance and health using industry tools (LogicMonitor) Responding to system alerts and events according to defined procedures Diagnose and resolve basic network connectivity issues, including LAN/WAN, VPN, and internet connectivity problems. Work closely with Level 2 and partner support teams to ensure seamless communication, escalation and resolution of complex issues. Collaborate with other team members to improve support processes and client satisfaction. §Participate in training sessions and professional development opportunities. Ensure all SLA’s, OLA metrics are met or exceeded. Adhere to appropriate departmental procedures and practices. What you’ll need Demonstrable experience in the following areas: Foundation knowledge Network Fundamentals (TCP/IP) Basic understanding of network hardware (routers, switches, firewalls). Strong understanding of ITIL and IT Best Practices A logical approach to troubleshooting, diagnosing and resolving problems Embraces change, seeking opportunities for continuous improvement. Experience of working in a customer focused environment Experience of using ITSM/Servicedesk Background Ability to work under pressure and as part of a team Excellent communication skills (verbal, written and listening) Advantage but not essential Cisco Certified Network Associate (CCNA, CCDA) or Comptia N+ – Qualified or working towards ITIL V3 Foundation – Qualified or strong awareness Initiative - The willingness to move things forward by taking action without needing to be asked and without due escalation. Previous working experience with vendors such as Aruba, Cisco, Fortinet Equal Opportunities Statement We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.