This role sits within our Support team, servicing our ISP & Science Park customers. You will triage, troubleshoot, and resolve incidents and service requests across customer CPE, campus edge, and core ISP services – owning cases through to resolution or clear escalation. Alongside day‑to‑day support you may also contribute to delivery activities such as equipment pre‑staging, on‑site turn‑ups, change windows and upgrades. The role requires occasional travel across the UK and the ability to respond quickly to critical incidents.
Who we are looking for
* An escalation‑capable service desk engineer handling tickets end‑to‑end: log, prioritise, diagnose, resolve or escalates in line with SLAs.
* Ability to troubleshoot connectivity issues across WAN/LAN/WLAN, customer CPE, and campus edge infrastructure using structured fault‑finding.
* Perform standard configuration changes under approved work instructions and change control (e.g., VLANs, DHCP/DNS, firewall policy adjustments).
* Respond to monitoring alerts; identify service‑impacting events and proactively raise and manage incidents.
* Drivers with a UK Licence and access to own vehicle.
What’s in it for you
Growth – Once you’ve got to grips with our systems and processes, you’ll have the opportunity to progress with us. If you fancy training, we’ll cover it!
Knowledgeable, high‑achieving, experienced and fun colleagues. A career with room for your personal life in a work environment that values healthy work‑life balance.
Commitment to Diversity and Inclusion – we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger. 25 days annual leave plus bank holidays.
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