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.

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 festival

s.
Why Xalie

nt?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 glo

be.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 are

as.
What you’ll be d
• oingProvide first-level technical support for network-related issues via phone, email, and ticketing sys
• tem.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 resolut
• ion)Respond to and resolve client inquiries in a timely and efficient manner, escalate complex issues to higher-level support teams as necess
• ary.Monitor services and hardware such as system performance and health using industry tools (LogicMoni
• tor)Responding to system alerts and events according to defined proced
• uresDiagnose and resolve basic network connectivity issues, including LAN/WAN, VPN, and internet connectivity probl
• ems.Work closely with Level 2 and partner support teams to ensure seamless communication, escalation and resolution of complex iss
• ues.Collaborate with other team members to improve support processes and client satisfact
• ion.§Participate in training sessions and professional development opportunit
• ies.Ensure all SLA’s, OLA metrics are met or excee
• ded.Adhere to appropriate departmental procedures and practi

ces.
What you’ll
• needDemonstrable experience in the following a
• reas:Foundation knowledge Network Fundamentals (TC
• P/IP)Basic understanding of network hardware (routers, switches, firewa
• lls).Strong understanding of ITIL and IT Best Prac
• ticesA logical approach to troubleshooting, diagnosing and resolving pro
• blemsEmbraces change, seeking opportunities for continuous improve
• ment.Experience of working in a customer focused enviro
• nmentExperience of using ITSM/Servicedesk Backg
• roundAbility to work under pressure and as part of a
• teamExcellent communication skills (verbal, written and liste

ning)
Advantage but not ess
• entialCisco Certified Network Associate (CCNA, CCDA) or Comptia N+ – Qualified or working t
• owardsITIL V3 Foundation – Qualified or strong awa
• renessInitiative - The willingness to move things forward by taking action without needing to be asked and without due escal
• ation.Previous working experience with vendors such as Aruba, Cisco, Fo

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