Elevate Manchester, United Kingdom
Overview
Join to apply for the Level 1 Network Support Engineer role at Elevate. Location: Manchester (Head Office). Remote working is available and fully supported with at least 3 days per week in Manchester HQ as required. Application Deadline: 19 September 2025. Department: Network Operations. Compensation: £26,500 / year.
Responsibilities
* Receive and handle inbound customer and partner support queries, faults and service requests ensuring they are resolved within pre-defined SLAs
* Accurately document all customer interactions, troubleshooting steps and resolution actions in the internal ticketing system
* Monitor customer and network assets utilising a range of systems and respond and resolve alerts within SLA
* Provide technical support to customers for on net and 3rd party WAN connectivity services
* Troubleshoot VoIP issues, such as call quality problems, registration failures, and connectivity issues
* Provide 1st line support for customer LAN services, resolving basic issues and queries
* Troubleshoot common WLAN issues, such as SSID visibility, password issues and client device connectivity
* Perform basic configuration changes to WLAN controllers and access points (e.g., changing SSIDs, passwords)
* Assist customer with basic firewall access issues, such as verifying firewall rules and troubleshooting VPN connectivity
* Escalate issues both internally and with suppliers when required
* Provide customers with regular updates on all incidents utilising the Elevate Status Page and ticketing system
* Notify customers about internal and supplier planned maintenance
* Produce Reason for Outage (RFO) reports liaising internally and with suppliers
* Organise access to Elevate maintained infrastructure within Data Centres and local exchanges
* Participate in a 24/7 on call rota
* Contribute to the maintenance of the team knowledge base by documenting common issues and solutions
* Other duties as required by your line manager
Skills, Knowledge and Expertise
Essential
* Exceptional problem-solving skills - you might not know all the answers but you know how to find and communicate a solution
* Passionate about delivering outstanding customer service, with a genuine desire to exceed expectations
* Experience providing customers with technical support within a service desk environment
* Ability to multitask and thrive in a fast-paced environment
* Strong sense of empathy - able to understand customer needs and concerns, even when not explicitly stated
* Excellent written and spoken English
* Composed, resilient and resourceful in a customer-centric team atmosphere
Desired
* CompTIA A+, Network+, CWNA Certified or equivalent
* A degree in computer networking, science, engineering or related field
* Hands on experience working with monitoring platforms such as Solarwinds, LibreNMS, Cacti, or Zabbix
* Previous experience working with ticketing systems such as Salesforce, Remedy, Zendesk, etc
* Understanding of WAN technologies such as DIA, Ethernet WAN, VPNs, and Broadband
* Basic understanding of VoIP protocols (e.g., SIP, RTP) and familiarity with VoIP codecs (e.g., G.711, G.729) and their impact on call quality
* Experience with VoIP platforms (e.g., Cisco Callmanager, Broadsoft)
* Experience working within a service provider environment
In return you will get
It's all about you - We believe that taking care of yourself is truly important and allows you to perform at your very best. Joining the Elevate Group, we will award you with your very own birthday off, day off to move house, £500 Wedding bonus + day off and £500 Baby bonus for those special life events! Roll on the good times!
Perks at work - Our offices are dog friendly and include free monthly breakfasts and team socials to celebrate and bring our people together across Manchester and Bristol.
Holidays - 25 days annual leave, plus Bank Holidays. Option to purchase 3 additional days per year.
Healthcare - Private healthcare for you and your family.
Gift Day - Elevate Gift Day to help with last-minute prep or relaxation before holidays.
Pension/Life Assurance - Contributory pension scheme with life assurance of 4x basic salary.
Wellbeing - Paid day off dedicated to wellbeing activities.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Technology, Information and Internet
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