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- Tasks: Provide first-level support for network and security issues, ensuring smooth operations.
- Company: Join Xalient, a global leader in identity-driven security and secure networking.
- Benefits: Enjoy competitive pay, 25 days leave, private medical insurance, and flexible benefits.
- Why this job: Be part of a dynamic team tackling modern digital challenges with cutting-edge technology.
- Qualifications: Basic networking knowledge and excellent communication skills are essential.
- Other info: Hybrid role with opportunities for professional growth and certifications.
The predicted salary is between 30000 - 42000 £ per year.
Xalient Leeds, United Kingdom Managed Services – Support Hybrid
Company Description
Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future – bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.
Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia – delivering fast, tangible outcomes and long-term impact.
Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.
Position
The Xalient support functions play a critical part in maintaining operations and allows the organisation to deliver the highest quality service to our customers. Irrespective of the role, everyone is equally respected and contributes to the success of the business.
As a Support Engineer L1 you will be providing first-level support to our clients and ISP providers ensuring the smooth operation of network and security services.
Our Support Engineers are required to work a 38 hour week over 4 days between Monday – Friday, including bank holidays and other religious and non-religious festivals. It will be a mix of UK / US core hours over 4 days (Mon-Thu or Tue to Fri, 2 weeks of 09:00 – 19:30 & 2 weeks of 15:00 – 01:30). This is a hybrid role, you will be expected to be in the office at least twice a week, so as local to Leeds as possible is desirable.
What you’ll be doing
- Be the first point of contact for network & security related issues via phone, email and self-service, logging all interactions in ServiceNow.
- Responding to customer emails ensuring all updates are actioned in a timely manner.
- Troubleshoot and resolve incidents in a timely and efficient manner, escalating complex issues to the L2 Engineers.
- Action customer service requests, i.e. reports, queries and health checks.
- Evaluate the priority of events and Incidents to ensure that all are dealt with appropriately.
- Monitoring and escalating events into incidents from our event monitoring tool.
- Liaise with ISP providers and customers to drive successful resolution and ensure any monitoring system alarms / errors have cleared before incident resolution.
- Add scheduled maintenance notifications in ServiceNow and schedule alert silencing within the monitoring platform, advising customers of the potential impact of any scheduled maintenance.
- Ensure all SLA’s and OLA metrics are met or exceeded, escalating where we are about to breach.
- Participate in training sessions and professional development opportunities.
- Adhere to departmental procedures and practices.
- Any other ad-hoc tasks as requested by management.
Requirements
Demonstrable experience in the following areas:
- Basic understanding of network hardware (routers, switches, firewalls)
- Network Fundamentals (TCP/IP)
- Understanding of ITIL and IT Best Practices
- A logical approach to troubleshooting, diagnosing and resolving problems
- Embraces change, seeking opportunities for continuous improvement
- Experience of working in a support environment
- Ability to work under pressure and as part of a team
- Excellent communication skills including an excellent telephone manner and high customer service skills
- Ability to take the initiative and be a team player
- Ability to attend the Leeds office at least twice a week.
- Ability and flexibility to work shifts, covering UK and US core hours.
Advantage but not essential
- ITIL V3 / V4 – Qualified or strong awareness
- CCNA (or working towards)
Other information
Offer:
- Work with cutting-edge cloud security technologies.
- Collaborative and dynamic work environment.
- Opportunities for professional growth and certifications.
- Competitive benefits package.
- Flexible benefits fund
- 25 days annual leave, plus bank holidays
- 1 day extra holiday for your birthday
- Pension
- Private medical insurance
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.
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Support Engineer L1 (Networking) employer: Xalient Group
Contact Detail:
Xalient Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer L1 (Networking)
✨Tip Number 1
Network, network, network! Reach out to people in the industry, especially those at Xalient. A friendly chat can go a long way, and who knows, they might even put in a good word for you!
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of networking fundamentals and ITIL best practices. Show us that you’re not just a tech whiz but also someone who can communicate effectively with clients.
✨Tip Number 3
When you get that interview, don’t just answer questions—ask them too! Inquire about the team dynamics, the tools they use, and how they handle challenges. It shows you’re genuinely interested in being part of the Xalient family.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re keen on joining us at Xalient!
We think you need these skills to ace Support Engineer L1 (Networking)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Support Engineer L1 role. Highlight your experience with network hardware and troubleshooting, as well as any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills: Since you'll be the first point of contact for our clients, it's crucial to demonstrate your excellent communication skills in your application. Whether it's through your CV or cover letter, let us see how you can connect with customers effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining our team at Xalient!
How to prepare for a job interview at Xalient Group
✨Know Your Networking Basics
Brush up on your understanding of network hardware like routers, switches, and firewalls. Be ready to discuss TCP/IP fundamentals, as these are crucial for the Support Engineer L1 role.
✨Showcase Your Troubleshooting Skills
Prepare to share examples of how you've approached troubleshooting in past roles. Highlight your logical approach to diagnosing and resolving issues, as this will demonstrate your fit for the support environment.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL and best practices is a big plus. Be prepared to discuss how you’ve applied these principles in previous jobs or how you plan to implement them in this role.
✨Communicate Clearly and Confidently
Since you'll be the first point of contact for clients, practice your communication skills. Think about how you can convey technical information clearly and maintain a friendly, professional tone during the interview.
