Level 1 Network Support Engineer
Application Deadline: 16 May 2025
Department: Network Operations
Employment Type: Full Time
Location: Manchester (Head Office)
Compensation: GBP 26,500 / year
Description
We are seeking a highly motivated L1 Network Support Engineer to join our dynamic team. This role is vital in a fast-paced, customer-centric environment, providing timely and effective technical support to customers and partners for connectivity and related services. The responsibilities include clear communication through ticket updates, maintenance notifications, outage reports, proactive network monitoring, and ensuring high service standards.
Our company is expanding rapidly, building on an extensive national network of dark fibre and fixed wireless, operating at the forefront of full-fibre infrastructure technology, automation, and software-defined architecture.
Remote working is supported with at least 3 days per week in Manchester HQ as required.
Key Responsibilities
1. Handle inbound support queries, faults, and service requests, ensuring resolution within SLAs.
2. Document all customer interactions and troubleshooting steps accurately in the ticketing system.
3. Monitor network assets and respond to alerts promptly within SLA.
4. Provide technical support for on-net and third-party WAN connectivity.
5. Troubleshoot VoIP issues, LAN services, WLAN connectivity, and perform configuration changes.
6. Assist with firewall access issues and VPN troubleshooting.
7. Escalate issues as needed and keep customers updated via status pages and ticketing system.
8. Produce outage reports and coordinate access to infrastructure.
9. Participate in a 24/7 on-call rota and contribute to the team knowledge base.
10. Perform other duties as assigned by your line manager.
Skills, Knowledge, and Expertise
Essential
* Strong problem-solving skills and customer service orientation.
* Experience in technical support within a service desk environment.
* Ability to multitask in a fast-paced setting.
* Excellent communication skills in English.
* Empathy and resilience in customer interactions.
Desired
* Certifications like CompTIA A+, Network+, CWNA or similar.
* Degree in networking, science, engineering, or related fields.
* Experience with monitoring platforms (Solarwinds, LibreNMS, etc.) and ticketing systems (Salesforce, Remedy, Zendesk).
* Knowledge of WAN technologies, VoIP protocols, and VoIP platforms.
* Experience in a service provider environment.
Benefits
Personal Perks: Birthday off, moving house day, wedding and baby bonuses.
Work Perks: Dog-friendly offices, monthly breakfasts, social events.
Holidays: 25 days plus bank holidays, with options to purchase additional days.
Healthcare: Private healthcare for you and your family.
Other Benefits: Christmas Gift Day, contributory pension scheme, life assurance, wellbeing day.
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