At a Glance
- 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 25 days annual leave, private medical insurance, and a flexible benefits fund.
- Other info: Opportunities for professional growth and certifications in a collaborative environment.
- Why this job: Be part of a dynamic team solving complex challenges with cutting-edge technology.
- Qualifications: Basic networking knowledge and excellent communication skills are essential.
The predicted salary is between 30000 - 42000 € per year.
Join to apply for the Support Engineer L1 (Networking) role at XALIENT HOLDINGS LIMITED.
Xalient is a global boutique specialising in the convergence of identity‑driven security and secure networking. We help leading enterprises stay secure, connected, and ready for the future, bringing together deep technical expertise, business insight, and AI‑powered innovation to solve 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.
Position
The Xalient support functions play a critical part in maintaining operations and allowing the organization to deliver the highest quality service to our customers. As a Support Engineer L1 you will provide first‑level support to clients and ISP providers, ensuring the smooth operation of network and security services.
Your working hours will be 38 hours per week over four days, Monday‑Friday, including bank holidays. The schedule will rotate between UK/US core hours over four days (e.g., Mon‑Thu or Tue‑Fri). This hybrid role requires presence in the Leeds office at least twice a week.
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.
- Respond to customer emails, ensuring all updates are actioned in a timely manner.
- Troubleshoot and resolve incidents efficiently, escalating complex issues to L2 Engineers.
- Action customer service requests, e.g. reports, queries and health checks.
- Evaluate the priority of events and incidents to ensure appropriate handling.
- Monitor and escalating events into incidents from our event monitoring tool.
- Liaise with ISP providers and customers to drive successful resolution and ensure 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 potential impact of scheduled maintenance.
- Ensure all SLAs and OLA metrics are met or exceeded, escalating when thresholds are at risk.
- Participate in training sessions and professional development opportunities.
- Adhere to departmental procedures and practices.
- Perform other ad‑hoc tasks as requested by management.
Requirements
- Basic understanding of network hardware (routers, switches, firewalls).
- Knowledge of 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 working in a support environment.
- Ability to work under pressure and as part of a team.
- Excellent communication skills, including telephone manner and high customer service skills.
- Initiative and teamwork orientation.
- Availability to attend the Leeds office at least twice a week.
- Flexibility to work shifts covering UK and US core hours.
Advantage but not essential
- ITIL V3/V4 qualification or strong awareness.
- CCNA (or working towards).
Other information
- 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.
Equal Opportunities Statement
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity, or age. Our commitment to diversity ensures inclusive recruitment and a respectful workplace.
Support Engineer L1 (Networking) in Leeds employer: XALIENT HOLDINGS LIMITED
Xalient Holdings Limited is an exceptional employer that prioritises employee growth and development within a collaborative and dynamic work environment. With a competitive benefits package, including 25 days of annual leave plus bank holidays, private medical insurance, and opportunities for professional certifications, employees are empowered to thrive while contributing to cutting-edge cloud security technologies. The hybrid working model, requiring just two days in the Leeds office, allows for flexibility while maintaining strong team connections.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer L1 (Networking) in Leeds
✨Tip Number 1
Network, network, network! Reach out to people in the industry, especially those at Xalient. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for your interview by brushing up on your knowledge of networking fundamentals and ITIL best practices. Show us you’re keen and ready to tackle any questions thrown your way!
✨Tip Number 3
When you get that interview, don’t just talk about your skills—share examples of how you’ve solved problems in the past. We love hearing about real-life experiences that showcase your troubleshooting abilities.
✨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 genuinely interested in joining our team at Xalient.
We think you need these skills to ace Support Engineer L1 (Networking) in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Support Engineer L1 role. Highlight any relevant experience with network hardware and customer support, as well as your understanding of ITIL practices. 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 networking and how you can contribute to our team at Xalient. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your application reflects your excellent communication skills. Whether it's in your CV or cover letter, let us know how you've successfully resolved issues in the past.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at XALIENT HOLDINGS LIMITED
✨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. Showing that you have a solid grasp of these concepts will impress the interviewers.
✨Familiarise Yourself with ITIL Practices
Since knowledge of ITIL and IT best practices is mentioned in the job description, make sure you understand the basics. You don’t need to be an expert, but being able to talk about how ITIL can improve service delivery will show your commitment to quality support.
✨Demonstrate Your Troubleshooting Skills
Prepare to share examples of how you've approached troubleshooting in past roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your logical approach to diagnosing and resolving issues effectively.
✨Showcase Your Communication Skills
As a Support Engineer, you'll need excellent communication skills. Practice articulating your thoughts clearly and concisely. Consider doing mock interviews with friends or family to refine your telephone manner and customer service approach, which are key for this role.
