Junior Network Support Analyst/Engineer x 2 - New Role

This is a dynamic, high-impact role focused on delivering exceptional quality. Your core mission is to manage technical faults from initial identification right through to resolution.

Duties will include:

• Front-Line Resolution: Be the primary technical resource for customers, troubleshooting and resolving complex issues via phone and email outside of core business hours, acting as a crucial technical escalation point.
• Breadth of Technology Mastery: Deepen your knowledge across a massive range of vendor technologies, including the latest in SD-WAN, VoIP, and Data Centre environments.
• Supplier & Incident Management: Own the end-to-end resolution process, liaising with internal engineering teams and external suppliers to manage faults within contractual SLAs.
• Customer Communication Champion: Provide proactive, high-quality customer communication, ensuring transparency and satisfaction from the moment a fault is logged until it is happily closed.
• System Monitoring: Take ownership of our monitoring platforms, proactively identifying and resolving issues before they impact the customer.

• Experience in a 1st or 2nd Line support role providing support on networking issues.
• Excellent verbal and written communication skills coupled with exceptional attention to detail, and a commitment to customer service
• Any certifications (such as CompTIA Network+ or CCNA) would be advantageous as would an awareness of ITIL or ITIL foundation certificatiion.