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- Tasks: Provide technical support and troubleshoot network issues in a fast-paced environment.
- Company: Join a rapidly expanding company at the forefront of full-fibre infrastructure technology.
- Benefits: Enjoy perks like birthday off, dog-friendly offices, and private healthcare for you and your family.
- Why this job: Be part of a dynamic team that values customer service and offers opportunities for growth.
- Qualifications: Strong problem-solving skills and experience in technical support are essential; certifications are a plus.
- Other info: Remote work is supported with at least 3 days per week in Manchester HQ.
The predicted salary is between 22000 - 30000 £ per 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 environment, providing timely and effective technical support to customers and partners for connectivity and related services. The responsibilities include clear communication through ticket updates, maintenance notifications, outage reports, proactive network monitoring, and ensuring high service standards. Our company is expanding rapidly, building on an extensive national network of dark fibre and fixed wireless, operating at the forefront of full-fibre infrastructure technology, automation, and software-defined architecture. Remote working is supported with at least 3 days per week in Manchester HQ as required.
Key Responsibilities
- Handle inbound support queries, faults, and service requests, ensuring resolution within SLAs.
- Document all customer interactions and troubleshooting steps accurately in the ticketing system.
- Monitor network assets and respond to alerts promptly within SLA.
- Provide technical support for on-net and third-party WAN connectivity.
- Troubleshoot VoIP issues, LAN services, WLAN connectivity, and perform configuration changes.
- Assist with firewall access issues and VPN troubleshooting.
- Escalate issues as needed and keep customers updated via status pages and ticketing system.
- Produce outage reports and coordinate access to infrastructure.
- Participate in a 24/7 on-call rota and contribute to the team knowledge base.
- Perform other duties as assigned by your line manager.
Skills, Knowledge, and Expertise
Essential
- Strong problem-solving skills and customer service orientation.
- Experience in technical support within a service desk environment.
- Ability to multitask in a fast-paced setting.
- Excellent communication skills in English.
- Empathy and resilience in customer interactions.
Desired
- Certifications like CompTIA A+, Network+, CWNA or similar.
- Degree in networking, science, engineering, or related fields.
- Experience with monitoring platforms (Solarwinds, LibreNMS, etc.) and ticketing systems (Salesforce, Remedy, Zendesk).
- Knowledge of WAN technologies, VoIP protocols, and VoIP platforms.
- Experience in a service provider environment.
Benefits
- Personal Perks: Birthday off, moving house day, wedding and baby bonuses.
- Work Perks: Dog-friendly offices, monthly breakfasts, social events.
- Holidays: 25 days plus bank holidays, with options to purchase additional days.
- Healthcare: Private healthcare for you and your family.
- Other Benefits: Christmas Gift Day, contributory pension scheme, life assurance, wellbeing day.
Level 1 Network Support Engineer employer: Elevate Group
Contact Detail:
Elevate Group 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 mentioned in the job description, such as WAN technologies and VoIP protocols. This knowledge will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially in explaining technical concepts clearly and concisely. Since the role involves customer interaction, being able to articulate your thoughts effectively will set you apart from other candidates.
✨Tip Number 3
Get hands-on experience with ticketing systems like Salesforce or Zendesk if you haven't already. Familiarity with these platforms can give you an edge, as it shows you're ready to hit the ground running.
✨Tip Number 4
Network with current employees or professionals in the field through platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Level 1 Network Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Emphasise any specific skills related to network technologies, VoIP protocols, and troubleshooting, as these are crucial for the Level 1 Network Support Engineer role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving skills and customer service orientation. Mention your ability to multitask in fast-paced environments and provide examples of how you've successfully handled support queries in the past.
Highlight Relevant Certifications: If you have certifications like CompTIA A+, Network+, or CWNA, make sure to include them prominently in your application. These qualifications can set you apart from other candidates and demonstrate your commitment to the field.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Clear and professional communication is key, especially in a role that requires excellent communication skills.
How to prepare for a job interview at Elevate Group
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of WAN technologies, VoIP protocols, and any relevant monitoring platforms. Being able to discuss these topics confidently will demonstrate your technical expertise and suitability for the role.
✨Emphasise Customer Service Skills
Since this role is customer-centric, be prepared to share examples of how you've successfully handled customer queries or resolved issues in the past. Highlight your problem-solving skills and ability to empathise with customers.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-world situations, such as troubleshooting network issues or managing multiple support requests. Practising these scenarios can help you articulate your thought process during the interview.
✨Familiarise Yourself with the Company
Research StudySmarter and its services, especially in relation to network operations. Understanding the company's mission and values will allow you to tailor your responses and show genuine interest in being part of the team.
