2nd Line Network Support Technician

Techary redefines the way customers procure, implement, and support their organisations' technology, providing an innovative alternative to the traditional Managed Service Provider (MSP) / Value-Added Reseller (VAR) approach. Our concept, “Technology, done differently”, embodies our belief that the way our customers consume and utilise technology should innovate at the same pace as the technology itself.

Our customers range from small start-ups to global enterprises. From designing, deploying and managing infrastructure stacks within low-latency financial trading environments, to relocating the headquarters of a global fintech firm, our operations span multiple markets, industries and geographies. Techary have helped customers scale their operations globally, gain an advantage in financial markets, enabled mission-critical projects and, most importantly, implemented technology that delivers alpha-accelerating business transformation.

The Role:

We are looking for an experienced 2nd Line Network Technician to join our support team. As a 2nd Line Network Support Technician at Techary you will work in a vibrant shared environment, helping our customers with their day-to-day issues providing a range of support functions that in turn help deliver our highly reputable standard of customer service.

Communication should be one of your greatest strengths, and you should excel at being able to review a situation or project, take a fair and level-headed approach, and give input and assistance into producing the required business outcome. You should be a highly organised individual, with the ability to complete tasks with a high level of accuracy and agility and be committed to seeing every project through to its completion.

Working with the Head of Network Support, and wider support team, to ensure any Network issues are addressed and any training or documentation are identified and implemented. Respond to end users via email, phone, MS Teams or Slack. Updating the ticketing system and always maintaining a strong customer focus.

Our customers are located all around the UK, and in some instances, across the world. Although you will be predominantly on the support desk, you will be expected to travel occasionally to customer premises, with travel expenses, overnight stays and subsistence allowances provided.

Duties and Responsibilities:

• Logging and managing network related tickets for all customers using a network support service.
• Ensuring all tickets via portal, email and phone are updated and picked up in a timely manner.
• Identify tickets that require escalation, such as high priority tickets.
• Provide technical support for all types of network related incidents.
• Troubleshooting and resolving complex networking issues.
• Testing, configuration and implementing of network devices and approved change requests.
• Manage and maintain server OS patching and network device firmware upgrades.
• Provide feedback and recommendations to management on re-occurring issues.
• Assist with technical projects where required.
• Continuously improve knowledge and understanding across the various technologies.
• Provide excellent customer service to all end customers.
• Contribute with management of RRM tool.
• Ensuring documentation is created, kept up to date and accurate.

Suitable Candidates should possess the following essential skills:

• Previous experience working within a network support role/team.
• Minimum 2 years' experience with Network, Firewalls and Switches.
• Network Configuration and Troubleshooting.
• At least CCNA level knowledge of network architecture and configuration of routers, firewalls, wireless deployments and switches (or equivalent level of experience).
• Proven network infrastructure experience within a live environment.
• Pro-active collaborative team member.

Technical Skills:

• Network Infrastructure (Firewalls, Switches, Routers, Wi-Fi).
• Cisco, Fortinet, Palo Alto, Aruba, Juniper.
• STP, VLAN, BGP, OSPF.
• IPsec, SSL VPN, QoS.
• DNS, DHCP, IPv4 and IPv6.
• DHCP Snooping, DAI.
• Network design principles.
• Azure.
• Server management.
• Hypervisor deployments (VMWare / Hyper V).
• Windows Server (2012, 2016, 2019, 2022).
• Linux distros (Ubuntu, Rocky Linux).
• AWS.
• Network management: Documentation, Change management, Troubleshooting, RMM Tooling, SNMP.

Attribute:

• A minimum of 2 years IT and network experience is essential, with certifications or qualifications desired.
• Attention to detail will be obsessive and ensuring communication lines and stakeholders are kept up to date is essential.
• Change and innovation: looking for ways to improve what we do, engaging and adapting to change and being aware of and managing risk.
• Delivering results: using and planning the resources you have responsibility for to ensure delivery of agreed plans and priorities.
• Problem solving, identifying, understanding, resolving and learning from problems.
• Accountability: taking responsibility for your actions and behaviour using feedback to learn and develop.
• Teamwork: contributing to and supporting your team utilising individual and shared learning and development.
• Effective relationships: understanding how your behaviour affects others, showing trust, and collaborating positively.
• Two-way communication: understanding and listening to others whilst communicating effectively using appropriate channels.

Benefits:

• Birthday as a free day holiday.
• Pension scheme.
• Social events run throughout the year.
• Learning & Development Platforms for upskilling.
• Private Medical Insurance Package.
• Holiday Buy and Sell Scheme.
• 25 Days Annual Leave.
• Free breakfast, snacks and drinks.
• Lunch provided Friday.

Equal Opportunities & Diversity Policy:

Techary is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make the best use of their skills, free from discrimination or harassment and in which all decisions are based on merit. Full details of Techary's Equal Opportunity Policy are available upon request.