IT Service and Network Support Analyst

Job Title: IT Service and Network Support Analyst

Location: Germany , Mannheim

Department: IT Infrastructure

Work Mode: Onsite

Job Summary

The IT Service and Network Support Analyst will be responsible for maintaining, troubleshooting, and optimizing network infrastructure and IT services. The role requires strong expertise in Cisco technologies, including routers, switches, firewalls, and network security protocols. The analyst will ensure high availability, security, and performance of network systems while providing technical support to end-users and collaborating on infrastructure projects.

Key Responsibilities

Network Administration

Configure, administer, and maintain Cisco network hardware (routers, switches, firewalls).

Monitor and optimize LAN/WAN performance using Cisco tools and protocols (OSPF, EIGRP, BGP).

Implement and manage VLANs, VPNs, and QoS policies.

IT Service Support

Provide Level 2/3 support for network and IT service issues.

Troubleshoot hardware, software, and connectivity problems.

Maintain documentation of network configurations and incident resolutions.

Security & Compliance

Configure and manage Cisco ASA or Firepower firewalls.

Apply security best practices, including patching and vulnerability management.

Support Azure firewall and load balancer configurations (if applicable).

Monitoring & Reporting

Use tools like Cisco Prime, SolarWinds, or similar for network monitoring.

Generate performance and incident reports for management.

Project Participation

Assist in network upgrades, migrations, and new deployments.

Collaborate with IT teams on infrastructure improvement initiatives.

Required Qualifications

Education

Education: Bachelor’s degree in Computer Science, IT, or related field.

Certifications

Certifications: Cisco certifications such as CCNA, CCNP (preferred).

Experience

3–5 years of experience in network support and administration.

Hands-on experience with Cisco hardware and network protocols.

Familiarity with Azure networking and load balancers (nice to have).

Skills

Strong knowledge of TCP/IP, DNS, DHCP, VLANs, VPNs.

Proficiency in Cisco IOS configuration and troubleshooting.

Familiarity with ITIL processes for incident and change management.

Excellent problem-solving and communication skills.

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