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- Tasks: Provide technical support and monitor network solutions in a fast-paced environment.
- Company: Join a rapidly expanding fibre service provider at the forefront of network technology.
- Benefits: Enjoy perks like remote work, dog-friendly offices, and 25 days annual leave.
- Why this job: Be part of a dynamic team focused on customer experience and innovative technology.
- Qualifications: Strong problem-solving skills and experience in technical support are essential.
- Other info: Participate in a 24/7 on-call rota and enjoy unique benefits like a birthday day off.
The predicted salary is between 22000 - 30000 £ per year.
Application Deadline: 16 May 2025
Department: Network Operations
Location: Manchester (Head Office)
Compensation: £26,500 / year
We are seeking a highly motivated L1 Network Support Engineer to join our dynamic team. This role is vital in a fast-paced, customer-centric service provider environment. The successful candidate will provide timely and effective technical support to customers and partners for connectivity and related services.
Key Responsibilities
- Handle inbound support queries, faults, and service requests, ensuring resolution within SLAs.
- Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
- Monitor network assets and respond to alerts within SLA.
- Provide technical support for on-net and third-party WAN connectivity.
- Troubleshoot VoIP issues such as call quality and registration failures.
- Support customer LAN services and WLAN issues, including configuration changes.
- Assist with firewall access issues and VPN troubleshooting.
- Escalate issues internally and with suppliers when necessary.
- Update customers on incidents via the Status Page and ticketing system.
- Notify customers about planned maintenance.
- Create Reason for Outage reports in collaboration with internal teams and suppliers.
- Manage access to infrastructure in Data Centres and local exchanges.
- Participate in a 24/7 on-call rota.
- Contribute to maintaining the team knowledge base.
- Perform other duties as assigned by your line manager.
Skills, Knowledge, and Expertise
Essential
- Strong problem-solving skills and resourcefulness.
- Passion for delivering excellent customer service.
- Experience in technical support within a service desk environment.
- Ability to multitask in a fast-paced setting.
- Empathy and understanding of customer needs.
- Excellent communication skills in English.
- Resilient and customer-focused team player.
Desired
- Certifications such as CompTIA A+, Network+, CWNA or equivalent.
- Degree in networking, science, engineering, or related field.
- Experience with monitoring tools like Solarwinds, LibreNMS, Cacti, or Zabbix.
- Experience with ticketing systems like Salesforce, Remedy, Zendesk.
- Knowledge of WAN technologies, VPNs, and Broadband.
- Understanding of VoIP protocols and platforms.
Benefits
It’s all about you - We value your well-being and offer benefits such as a birthday day off, moving house day off, wedding and baby bonuses, and more.
Perks at work - Dog-friendly offices, free monthly breakfasts, and team socials.
Holidays - 25 days annual leave plus bank holidays, with options to purchase extra days.
Healthcare - Private healthcare for you and your family.
Gift Day - An extra day off during Christmas for relaxation or last-minute preparations.
Pension and Life Assurance - Contributory pension scheme and life cover at 4x salary.
Wellbeing - A paid day for your personal well-being activities.
Level 1 Network Support Engineer employer: Elevate
Contact Detail:
Elevate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Level 1 Network Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description, such as WAN technologies, VPNs, and monitoring tools like Solarwinds or Zabbix. This knowledge will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Prepare to discuss your previous experience in technical support, especially in a service desk environment. Think of specific examples where you successfully resolved customer issues, as this will showcase your problem-solving skills and customer service passion.
✨Tip Number 3
Since communication is key in this role, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to refine your ability to explain technical concepts in an easy-to-understand manner.
✨Tip Number 4
Research StudySmarter and our values, particularly our focus on customer experience and teamwork. Being able to align your personal values with ours during the interview can significantly enhance your chances of making a positive impression.
We think you need these skills to ace Level 1 Network Support Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Level 1 Network Support Engineer position. Tailor your application to highlight relevant experience and skills that align with the job description.
Craft a Strong CV: Your CV should clearly showcase your technical support experience, problem-solving skills, and customer service orientation. Include specific examples of how you've handled similar tasks or challenges in previous roles.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention any relevant certifications or experiences, and explain how you can contribute to their expanding fibre rollout and customer service excellence.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at Elevate
✨Showcase Your Problem-Solving Skills
As a Level 1 Network Support Engineer, you'll need to demonstrate strong problem-solving abilities. Prepare examples from your past experiences where you successfully resolved technical issues or improved processes, highlighting your resourcefulness and critical thinking.
✨Emphasise Customer Service Experience
This role is customer-centric, so it's crucial to convey your passion for delivering excellent service. Share specific instances where you went above and beyond to assist customers, showcasing your empathy and understanding of their needs.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of WAN technologies, VPNs, and VoIP protocols, as these are key aspects of the job. Being able to discuss these topics confidently will show that you're well-prepared and genuinely interested in the role.
✨Prepare for Technical Questions
Expect technical questions related to network support and troubleshooting. Review common issues and solutions, and be ready to explain your thought process when diagnosing problems. This will demonstrate your technical expertise and readiness for the challenges of the role.
