Network Support Technician
Job Info
Network support technicians specialise in providing technical support for network infrastructure, including routers, switches, firewalls, and wireless access points. They troubleshoot network connectivity issues, configure network devices, and monitor network performance and security.
Responsibilities
Regularly maintain and monitor network systems to ensure optimal performance and reliability.
Diagnose and resolve network issues reported by users or detected through monitoring tools.
Configure and maintain network devices such as routers, switches, firewalls, and access points to support organisational needs.
Provide technical support to end-users for network-related issues, including connectivity problems and VPN setup.
Maintain accurate documentation of network configurations, procedures, and troubleshooting steps for reference and compliance purposes.
Work closely with other IT teams, such as system administrators and security specialists, to resolve complex network issues and implement network-related projects.
Coordinate with network equipment vendors and service providers for support, maintenance, and procurement of network hardware and services.
Provide training and guidance to end-users and colleagues on network related topics, best practices, and security awareness.
Ensure that network operations comply with organisational policies, industry regulations, and security standards.
Skills & Knowledge
Understanding of networking concepts such as TCP/IP, DNS, DHCP, routing, switching, VLANs, and subnetting.
Familiarity with common network protocols such as Ethernet, TCP, UDP, HTTP, HTTPS, SNMP, and SMTP.
Knowledge of network devices including routers, switches, firewalls, access points, and VPN concentrators.
Proficiency in troubleshooting network connectivity issues, performance problems, and security breaches using tools like ping, traceroute, and packet sniffers.
Understanding of network security principles and practices, including firewall configuration, access control lists (ACLs), VPN setup, and intrusion detection/prevention systems (IDS/IPS).
Basic knowledge of operating systems such as Windows, Linux, and macOS, including network configuration and troubleshooting.
Familiarity with networking hardware installation, configuration, and troubleshooting, including Ethernet cables, RJ45 connectors, and network interface cards (NICs).
Ability to analyse complex network problems, identify root causes, and implement effective solutions.
Strong communication skills to interact with end-users, colleagues, and vendors effectively, both verbally and in writing.
Ability to maintain accurate documentation of network configurations, procedures, and troubleshooting steps for reference and compliance purposes.
Providing excellent customer service to end-users, including patience, empathy, and professionalism in resolving their network-related issues.
Ability to adapt to new technologies, tools, and procedures in a rapidly changing IT environment.
Collaborating effectively with other IT teams and departments to resolve network issues and implement network-related projects.
Career Progression
Network Support Technician - Network Engineer - Network Architect - Network Manager or Director - Chief Network Officer
Qualification Pathways
If you are looking to transfer into this role from a related role in the industry, leverage your existing experience and skills in the industry to identify transferable skills that align with a Network Support Technician Role. Highlight these transferable skills on your CV and in interviews to demonstrate your suitability for positions within the sector.
If you are new to industry, follow these routes:
Step 1: Gain GCSE's, ideally in Maths, English and IT
Optional: Pursue A-Levels and a degree in information technology, computer science, network administration, or a related field. Relevant learning may include networking fundamentals, network security, and operating systems.
Step 2: Obtain certifications in any of the following:
CompTIA Network+ certification to demonstrate foundational knowledge and skills in networking technologies, protocols, and concepts. It covers areas such as network architecture, network operations, network security, and troubleshooting.
Vendor-specific certifications from companies like Cisco (CCNA), Microsoft (MCSA), or Juniper Networks (JNCIA) to gain specialised skills and knowledge in specific networking technologies and platforms.
Step 3: Gain hands-on experience through internships, apprenticeships, or entry-level positions in IT support or network technician roles. Look for opportunities to work with networking hardware, software, and protocols in real-world environments.
Step 4: Stay updated with advancements in networking technologies, industry trends, and best practices through continuous learning and professional development.
Step 5: Participate in training programmes, workshops, webinars and industry conferences to enhance your skills and knowledge and stay current with industry standards and certifications. Become a member of the ITP.
Step 6: Consider specialising in specific areas of networking, such as routing and switching, network security, wireless networking, or cloud networking, by pursuing advanced training or certifications.
Step 7: Acquire specialised skills and knowledge relevant to the industry or technology environment to become a subject matter expert in particular areas of networking.
Step 8: Gain experience and expertise in network support roles, progressing from entry-level positions to more senior roles such as senior network support technician, network administrator, or network engineer.
Step 9: Explore opportunities for further education, certifications or specialisation to advance your career and pursue leadership or specialised roles within the IT field.
Other Info
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