Job Description

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.Come join the excellence!

The Senior Network Analyst (Level 1.5) is a senior frontline operational role within the NOC, responsible for handling escalated technical incidents, complex troubleshooting activities, and proactive service improvement across the TNS network.

The role sits between Level 1 and Level 2 support and focuses on:

- Resolving incidents that exceed standard L1 triage,
- Preventing recurring issues through problem management,
- Proactively identifying service trends and risks,
- Acting as a primary technical contact for key customers and critical services.

The analyst will work closely with NOC peers, Level 2/3 Engineering, Service Management, and international teams across the UK, US, and APAC to ensure high availability, SLA adherence, and continuous improvement of the network services.

Responsibilities

Primary Duties and Responsibilities:

Escalated Technical Support

Act as a primary resolver for escalated L1 tickets, providing deeper technical analysis and resolution before onward escalation to Level 2 or vendors.

Troubleshoot complex network faults involving circuits, routing, MPLS, and customer-specific configurations.

Own incidents through to resolution, ensuring technical accuracy, clear communication, and timely updates throughout the ticket lifecycle.

Provide guidance and mentorship to Level 1 analysts on troubleshooting approaches and ticket quality.

Incident & Problem Management

• Support the effective execution of the incident management process, including major incident coordination assistance when required.
• Identify repeat incidents and systemic issues, documenting root cause hypotheses and contributing to formal Problem Records.
• Work with Engineering, Vendors, and Service Management to drive permanent fixes and reduce recurring incidents.
• Contribute to post-incident reviews (PIRs) with technical insights and improvement actions.

Proactive Monitoring, Reporting & Analysis

• Perform proactive monitoring of the TNS network to detect potential issues before customer impact.
• Analyze incident and ticket data to identify trends, recurring faults, and service risks.
• Produce operational reports, dashboards, or summaries highlighting:
• - Repeat issues
• - High-impact customers or services
• - Incident volume and resolution trends
• Recommend service and operational improvements based on observed patterns.

Key Customer & Service Ownership

• Act as a technical point of contact for designated key customers or critical services, providing continuity and deeper service understanding.
• Proactively review customer incident history and service behaviour to reduce avoidable escalations.
• Support customer communications with accurate, technically sound explanations during incidents and follow-ups where required.

Collaboration & Process Improvement

• Work closely with:
• - Level 2 / 3 Engineering teams
• - Service Operations and Desk Management
• - External vendors for diagnostics and escalations
• Contribute to the improvement of SOPs, runbooks, and troubleshooting guides based on operational experience.
• Champion ticket quality, documentation standards, and operational discipline within the NOC.

Qualifications

Qualifications:

Essential

• 3 to 5 years’ experience in a network or operations support environment, with exposure to escalated technical support.
• Strong troubleshooting experience with IP networks and customer connectivity issues.
• Hands-on experience configuring and troubleshooting Cisco/Fortinet routers and switches.
• Solid understanding of Cisco/Fortinet and experience working with vendor escalation processes.
• Experience with:
• MPLS networks
• Routing protocols (BGP, OSPF, IS-IS, EIGRP)
• Network Address Translation (NAT)
• Strong written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Proven ability to work effectively under pressure in a operational environment.

Desirable

• Experience with multicast and complex MPLS environments.
• Exposure to problem management, root cause analysis, or service improvement initiatives.
• Experience supporting high-availability or mission-critical customer environments.

Optional Desired Qualifications:

• Availability for overtime as required to maintain service coverage or attend training.
• Ability to manage competing priorities and maintain service quality during high-severity incidents.

Education and Certifications:

• B.S. (or equivalent) in Information Technology, Computer Science, or other technical disciplines.
• CCNA Certification.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.