Network & Telecoms Senior Analyst

São Paulo  Office - Hybrid: 4 days in the office, 1 day working from home

Ebury is a Global FinTech: we apply new technologies to enhance and automate financial services and processes. This allows small and medium-sized businesses to trade and transact internationally by eliminating boundaries related to more traditional.

Network & Telecoms Senior Analyst

Part of the IT Services division, the Network & Telecoms team is the central point of contact for technical issues, administration and optimisation of the company computer networks and telecoms solutions. This team will manage the network's design, implementation and maintenance, and ensure its security and data protection, alongside planning, developing, and improving the company's telecommunications infrastructure, including telephone system design, SaaS integrations, voice enhancements, and more. They will need to analyse and resolve issues, and support user and business requirements. The successful candidate will have a track record of a senior technical role in IT support or similar, a strong knowledge of networking and telephony best practices, and an unyielding commitment to user satisfaction.

The team act as customer champions, offering specialist advice and support on network and telephony related issues while providing customers with best in class service and conveying a sincere willingness to help.

Position

The Network & Telecoms Senior Analyst is a key role, tasked with providing support and delivering enhancements to the applicable technologies at Ebury. Along with the Team Lead, the post holder is responsible for overseeing the day-to-day effectiveness of service provision and ensuring that service level targets are met.

The post holder is expected to work effectively within a small team, working closely with Application Management, Service Desk and SysAdmin Engineers at a technical level, in addition to Front Office departments such as Sales, Dealing and Sales Acceleration teams in order to drive Network & Telecoms service improvements locally and globally to contribute towards revenue generating initiatives. They will offer specialist advice and support ensuring the effective management of all incidents and service requests.

This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, in order to ensure that a consistent, high quality service is delivered. This is a hands-on, fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge and experience.

Duties/Areas of Responsibility

• Design & Implementation of robust network and telecoms solutions
• Installing, configuring and supporting network and telecoms equipment including firewalls, switches and telephony devices

• Troubleshooting related problems, diagnosing and resolving hardware and software faults
• Act as the escalation point for all network and telephony related issues, liaising and escalating where appropriate to the necessary parties
• Create and analyse reports to track trends, identify areas for improvement, and report on key performance indicators (KPIs)
• Coordinate with vendors and third-party service providers to ensure seamless support and problem resolution
• Ad-hoc travel to remote Ebury locations is required, as necessary
• ‘On call’, out of hours work may be required, as necessary

Required technical experience

• Advanced networking technologies and protocols;
• Switching and Routing
• Dynamic Routing Protocols
• 802.11 and 802.3
• Proxy and Reverse Proxy
• NG Firewalls
• NAC
• EDR
• NX-OS
• Troubleshooting in key network protocols (HTTPS, HTTP, HTTP2, IPv4, TCP, UDP, ICMP, ARP, RARP)
• REST API
• GCP and AWS (desirable)
• IPv6 (desirable)
• Shell Script or Python (desirable)
• Advanced IT methodologies
• Cloud telephony solutions
• Jira Service Management and Software

Desirable skills, experience and qualifications

• Intermediate to advanced English language speaking and writing skills
• A minimum of 5 years of experience in a technical role 
• Certifications such as CCNA, CCIE, CompTIA Security+ / Network+, AWS Cloud Practitioner / Solutions Architect, Fortigate/Juniper/F5 etc are highly desirable
• Excellent communication and interpersonal skills, with an emphasis on customer service
• Strong analytical and problem-solving abilities
• Ability to work well under pressure and manage multiple priorities
• Experience of working effectively on your own initiative, and also within a team and collaborating with others to achieve shared goals
• Experience of developing professional and effective working relationships with customers and key stakeholders