Network Support Engineer

In this position, you will be responsible for supporting customers with network-related issues, handling escalated tickets, and assisting with projects and installations. You will play a key role in ensuring high levels of customer service while meeting service level agreements., * Managing and resolving support tickets escalated from the 1st Line team

• Troubleshooting network issues across a range of technologies
• Logging and managing faults with third-party providers
• Ensuring all tickets are progressed and resolved within SLA
• Keeping customers updated via phone, email, and ticketing systems
• Configuring and supporting network equipment (routers, switches, WAPs)
• Supporting customer installations and project work
• Escalating complex issues to senior engineers where necessary
• Maintaining accurate records within internal systems

• Previous experience in a 1st or 2nd Line support role
• Strong communication and customer service skills
• Analytical mindset with strong problem-solving ability
• Ability to work independently and manage workload effectively
• Full UK driving licence

Technical Experience

• Understanding of networking fundamentals (DNS, DHCP, TCP/IP, OSI model)
• Experience with LAN, WAN, and/or SD-WAN environments
• Network security and firewall concepts

Desirable

• Exposure to Cisco Meraki (desirable)
• Broadband technologies (ADSL, FTTC, FTTP, leased lines)
• VoIP and hosted telephony systems
• Cloud platforms such as AWS, Azure, or GCP (desirable)
• Scripting knowledge (e.g., Python) advantageous
• Relevant certifications such as CCNA/CCNP (desirable)