Network Technical support engineer
£32000 - 35000
Network Technical support engineer - CCNA
Network Technical support engineer – CCNA qual – Onsite
An exciting opportunity has arisen for a Network Engineer to join well established blue chip organisation based in their prestigious offices in Croydon.
The Network Engineer (L2) is responsible for providing support for our clients managed Network services to our clients’ customers to ensure that their Network Infrastructure and inter-related systems remain operational.
Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the Network Engineer (L2) are able to restore service(s) to clients.
In order to accomplish this, their primary objective is to proactively review client tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
The Network Engineer (L2) focuses on second line support for incidents and requests with a medium level of complexity.
Proactively monitors the ticket queues.
Perform operational tasks to resolve all incidents/requests in a timely manner and
within agreed SLA.
Update tickets with resolution tasks performed
Identify, Investigate, and analyse issues and errors prior to or when they occur and log
all such incidents in a timely manner. Capture all required and relevant information
for immediate resolution
Provide second level support to all incidents, and requests and identify the root cause
of incidents and problems
Communicate with other teams and clients for extending support
Execute changes with clear identification of risks and mitigation plans to be
captured into the change record
Coach L1 engineering teams for technical and behavioural skills
Triage and escalation to 3rd line as and when required
Identify problems and errors before they impact a client’s service
Participate proactively in all initial client escalation for operational issues.
Contribute to the change management process by logging all change requests with
complete details for standard and non- standard including patching and any other
changes to configuration items. Ensures all changes are carried out with proper
Plan and execute approved maintenance activities
Audit and analyse incident and request tickets for quality and recommends
improvements with updates to knowledge articles
The role includes an element of out of hours support based on a rota system after
successful completion of probationary period – On call rota.
Solid experience required in delivering IT technical services within a medium to
large MSP organisation
Solid experience in Managed Services
Solid working knowledge of ITIL processes
Experience in working with vendors and/or 3rd parties
Knowledge of WAN, SDWAN, WLAN, and LAN networking disciplines across major tier 1
technologies, together with how these integrate with broader IT&S infrastructures
Knowledge of how these services connect and enable End Users to perform work-related
tasks through connecting to server and storage platforms
Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance, and takes into account
possible changing circumstances
Ability to work well in a pressurised environment
Ability to apply active listening techniques such as paraphrasing the message to
confirm understanding, probing for further relevant information and refraining from
Ability to adapt to changing circumstances
Ability to place clients at the forefront of all interactions, understanding their
requirements and creating a positive client experience throughout the total client
Minimum of 2 years of experience in a Service Desk environment
Desirable – Minimum 2 years working for an MSP
Good organisational and decision-making skills
Analytical, with exceptional attention to detail
Excellent interpersonal and communication skills, and ability to communicate with
accuracy and clarity both verbally and written
Passionate, professional, with a ‘can-do’ attitude at all times
Must be a team player
Learning based agility
Self-motivated, disciplined and enthusiastic
Highly motivated with the ability to work under own initiative, making decisions to
benefit our client
Aptitude for understanding and solving problems
Ability to work in a rapidly expanding and fast changing environment with a proven
Willing to travel for work purposes
A full driving license – preferably clean
Advanced diploma, degree or relevant qualification in IT/Computing (or demonstrated
equivalent work experience)
Moderate level knowledge in ticketing tools
22 days basic holiday (increasing to a maximum of 25 days)
Company pension scheme
Personalised career development plan
40 hours per week Monday – Friday.
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