Level 1 Network Support Engineer

Application Deadline: 16 May 2025 Department: Network Operations Location: Manchester (Head Office) Compensation: £26,500 / year Description 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 include delivering clear communication through ticket updates, maintenance notifications, and outage reports, proactively monitoring network solutions and infrastructure to ensure high availability, and maintaining service standards. Our company is rapidly expanding its fibre rollout, building on an extensive national network of dark fibre and fixed wireless. We operate at the forefront of full-fibre network technology, focusing on automation, software-defined architecture, and NFV integration to enhance customer experience. Remote working is supported, with at least 3 days per week in Manchester HQ as needed. 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. #J-18808-Ljbffr