Computer Network Support Specialists

IT Operations & Cybersecurity

Level 4407 of 1200 points

Job description

Computer Network Support Specialists

Job purpose

To analyse, test, troubleshoot, maintain and secure the organisation's local area, wide area, cloud and server networks and resolve connectivity problems for users, so that data communications remain available, reliable and protected.

Skills

Detailed technical knowledge of computer hardware, software and electronics and of telecommunications switching and transmission, covering routers, switches, controllers, wireless equipment and fibre optic cabling; network security practice, including firewall software, access permissions and breach analysis; backup and disaster recovery; and diagnostic testing procedures. Requires clear written English for documentation and current awareness of patches, releases and threats. Bachelor's degree is the most common qualification, with a substantial group holding an associate's degree or a post-secondary certificate, together with several years of related experience and on-the-job training.
Contact is high in volume, by telephone, e-mail, memo and face-to-face discussion. Gives telephone support on connectivity problems, questions users to establish what has happened, and explains technical matters to people without a technical background. Trains users in network applications software, writes user instructions and manuals, advises colleagues on technical options, handles service complaints and deals with external customers.
Diagnoses network faults using diagnostic testing software and equipment, evaluates network and server performance data, and analyses security breaches and attempted breaches. Judges whether a fault calls for repair, reconfiguration, a patch or replacement, and researches products to meet technical and security needs. Vendor documentation and standard test procedures cover much of the work, but faults present indirectly through symptoms and require systematic elimination.
Plans own work across scheduled activity — backups, routine maintenance, monthly reports, patching and monitoring — and fault work arriving from users, under time pressure to restore service. Schedules installation and testing so that new hardware and software integrate with the existing network, and sets own priorities within defined service standards.
Installs and repairs networking equipment and cabling, including fibre optic cable, using hand tools and test instruments; requires manual dexterity and repetitive hand movements at a keyboard and on equipment.

Responsibilities

No line management. Coordinates others in completing agreed work and is answerable for outcomes depending on other workers' contributions; trains users and advises colleagues technically.
No budget responsibility. Researches and recommends hardware and software products, informing purchasing decisions taken above the role.
Responsible for the network estate in daily use — routers, switches, wireless equipment, servers, cabling and test equipment — installing, configuring, testing, maintaining and repairing it, and verifying that repaired items work correctly.
Holds administrative rights over the network: configures security settings and access permissions for groups and individuals, installs firewall software, and backs up network data for recovery. Maintains activity logs, documents support work and help desk resolutions, keeps technical documentation current, and analyses and reports security breaches. Accuracy in that record and in access configuration matters, as mistakes affect service across the organisation.

Effort required

Sustained diagnostic concentration: reading performance data, working from symptoms to a cause, and configuring equipment where being exact matters. Decisions are taken frequently and under time pressure while service is degraded, against a high volume of telephone, e-mail and face-to-face contact, and their consequences fall on colleagues and company results.
Emotional demand arises from restoring service for users who are without it and from handling complaints and security incidents, while staying clear with non-technical colleagues. No exposure to hostility or aggression is recorded.
Seated at a computer for much of the day, with repetitive hand movements and handling of components, tools and controls. No lifting, climbing or heavy exertion is recorded.

Working conditions

Indoor work in an environmentally controlled setting, in close physical proximity to others at desks and equipment. No hazards, contaminants, noise or outdoor working are recorded, and no requirement to work away from base.
Most incumbents work a regular established schedule, though a fifth report an irregular pattern, and about half work more than a standard week; nothing recorded evidences shift, night or on-call working. Exercises considerable freedom over how the work is done and over own priorities, within defined service and security standards.

Skills

40% · 246 points▾

KnowledgeLevel 4 of 8
72 of 144 points
Factual and theoretical knowledge in broad contexts within a field of work. The job requires a range of thinking and practical knowledge to find solutions to specific problems in the job or study area.
Interpersonal and communication skillsLevel 3 of 5
58 of 96 points
Effective communication and interpersonal relationships. The job holder is required to adapt communication to different audiences and foster trust, cooperation and positive working relationships.
Problem-solving skillsLevel 3 of 5
58 of 96 points
Variable problems. The job involves dealing with different kinds of problems that require careful thinking, research into different options or adjusting existing ways of doing things. Guidance and resources may be limited.
Planning and organisational skillsLevel 2 of 5
29 of 72 points
Basic organisational skills required. The job involves planning and organising one's own work within set deadlines. Some input into scheduling and prioritisation of tasks.
Physical skillsLevel 2 of 5
29 of 72 points
Basic physical skills required. The job requires some physical skills that involve light to moderate physical effort. There is some requirement for dexterity beyond the everyday needs of life. Manipulation may be required, but precision is not necessary.

Responsibility

35% · 72 points▾

PeopleLevel 0 of 5
0 of 144 points
Does not apply. The job does not require any responsibility for people.
Goods and equipmentLevel 2 of 5
34 of 84 points
Some responsibility for goods or equipment. The job involves the use and maintenance of equipment or stock, and the job holder is responsible for ensuring resources are used appropriately and safely.
InformationLevel 2 of 5
38 of 96 points
Limited responsibility for information. The job requires the individual to gather, process or share information in a controlled way, following guidelines or predefined procedures.
Financial resourcesLevel 0 of 5
0 of 96 points
Not applicable. The job does not require any responsibility for financial resources.

Effort

15% · 65 points▾

Mental effortLevel 3 of 5
36 of 60 points
High level of mental effort. The job involves frequent concentration on complex tasks that require considerable mental effort, such as interpreting complex data.
Psychosocial and emotional effortLevel 2 of 5
29 of 72 points
Occasional psychosocial and emotional effort. The job requires occasional involvement in emotionally demanding situations, such as handling minor conflicts or dealing with upset individuals.
Physical effortLevel 0 of 5
0 of 48 points
Not applicable. The job does not require any physical effort.

Working Conditions

10% · 24 points▾

Environment (physical, psychological or emotional)Level 1 of 5
17 of 84 points
Minimal exposure to hazards or stress. The job involves little or no exposure to physical hazards (e.g. chemicals, moving equipment, noise) and minimal emotional or psychological risks (e.g. occasional routine tasks with no emotional burden). There is minor exposure to dust, dirt, fumes, noise, waste, poor lighting, etc.
Organisational environmentLevel 1 of 5
7 of 36 points
Minimal organisational demands. The job requires standard working hours with no night shifts or irregular schedules. There is little or no need for travel or digital connectivity beyond typical working hours.