Category: Delivery and operation

Subcategory: Technology management

Network support - NTAS

Providing maintenance and support services for communications networks.

Levels:

Level 1:
Description: Supports routine network tasks under close supervision. Monitors basic network health and reports on the status of network components. Assists with straightforward troubleshooting and follows established procedures to maintain operational continuity. Escalates issues as necessary to higher levels of support

Level 2:
Description: Assists in the operational configuration of network components and the investigation and resolution of network problems. Assists in the implementation of basic scripting and automation tools to streamline network support tasks. Assists with specified maintenance procedures and follows established safety, security and quality standards. Provides first-line support and guidance to network users, escalating issues as necessary.

Level 3:
Description: Executes agreed network maintenance tasks and specified operational configuration of network components. Identifies and diagnoses network problems/faults using the required troubleshooting tools and network management software, including addressing security-related issues. Implements and maintains scripts, automation tools and orchestration platforms to optimise network support processes. Collects performance and traffic statistics and collaborates with others to ensure network effectiveness and resolve issues

Level 4:
Description: Applies technical expertise to maintain and optimise network infrastructure, executing updates and employing automation tools. Uses network management tools to monitor load, performance, and security statistics. Investigates and enables the resolution of network-related operational and security issues. Configures tools and/or creates scripts to automate network tasks. Maintains operational procedures and checks that they are followed. Provides reports and proposals for improvement to stakeholders. Contributes to the planning and implementation of network maintenance, updates, and security enhancements. Implements agreed network changes and maintenance routines.

Level 5:
Description: Leads network operations to optimise performance. Oversees planning, installation, maintenance, and acceptance of network components and services, aligning with service expectations, standards, and security requirements. Ensures network support requests are handled according to set standards and procedures. Drives the adoption of tools and processes for effective operational management and delivery, ensuring security considerations are addressed. Maintains procedures and documentation. Investigates and resolves complex network problems. Tracks operational issues and reports to stakeholders.