Senior Service Engineer (Networking) Salary Banding £36,000 - £55,000 pa. (North East base - Hybrid working 3 days HQ based, 2 days home based)
We’re experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as your trusted IT partner.
With over 20 years’ experience, we partner with companies across the public and private sector to deliver data center, cyber security, cloud, data and analytics, network services and managed services solutions.
Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient.
Our vision is a world in which technology makes lives easier, society fairer and our planet greener
What we can offer you:
· Hybrid/flexible working
· Perkbox membership
· 27 days annual leave plus bank holidays
· 7% Company pension contribution scheme
· Individual training & development plans
· A friendly working environment
Overview:
The Senior Service Engineer (Network) is a critical technical role emphasising customer service, acting as a 3rd line support and guiding Service Engineers through complex technical issues and support calls. This position demands broad technology expertise, including responsibility for patch management to ensure system security and conducting technical deployments and system upgrades with minimal disruption.
Key duties include detailed documentation and incident tracking using the Halo platform, alongside escalating unresolved issues to specialists or management. The role requires adherence to SLA agreements and process guidelines, with a focus on delivering outstanding service and maintaining clear communication with customers.
Core Responsibilities:
· Monitor & maintain network devices to drive operational stability.
· Fault diagnosis and resolution, providing remote support when required.
· Resolve customer queries thoroughly to ensure minimum chance of reoccurrence.
· Meeting service level agreements and deadlines.
· Delivering a high-quality customer experience with excellent communication and customer
care.
· Working effectively as part of the service team, often unsupervised.
· Provide information required for customer reports.
· Lead / support in customer meetings with either the SDM, Team Leader or the Account
Manager.
· Provide customer support documentation (Regularly review and keep up to date).
· Regularly review customer infrastructure and suggest improvements.
· Develop written work instructions that can be followed by colleagues when required.
· Assist and advise colleagues and peers to share knowledge and experience in resolving
technical issues.
· Active participation in continuous improvement activities and any training required for the
role.
· Complete daily timesheets in line with company requirements.
· Attend customer sites where necessary.
· Have a flexible approach to shift working.
Requirements
· Professional certifications in networking such as CCNA/CCNP, Meraki CMNA/CMNO, or
fortinet NSE are highly desirable.
· Minimum of 3-5 years of experience in network engineering, with specific expertise in Meraki,
Cisco, and Fortinet products.
· Proven experience in managing complex networks in a multi-vendor environment.
· Strong understanding of network protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS).
· Solid experience with network security practices, VPNs, and firewall configuration and
management.
· Excellent troubleshooting skills and the ability to resolve issues efficiently.
· Ability to work independently as well as collaboratively in a team environment.
· Strong communication and documentation skills.
Please submit an up to date CV to careers@itps.co.uk if this position sounds of interest to you!