1st Line Network Technician 24/7

TN United Kingdom; London; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a pioneering ICT services company that thrives on innovation and customer satisfaction! As part of a dynamic team, you will oversee the Service Desk operations, ensuring clients receive top-notch support around the clock. Your role will involve troubleshooting network issues, managing customer inquiries, and maintaining professional relationships. With a commitment to excellence and a culture that values growth and learning, this position offers the opportunity to develop your skills in a fast-paced environment. If you are passionate about networking and dedicated to delivering exceptional service, this is the perfect role for you.

Qualifications

• Experience in customer support roles with a focus on networking.
• Knowledge of CompTIA Networking, JNCIA, or CCNA certifications.

Responsibilities

• Provide first line support for customer inquiries and issues.
• Proactively monitor network alarms and troubleshoot circuit faults.

Skills

Customer Service

Networking Knowledge

CompTIA Networking

JNCIA

CCNA Certification

Communication Skills

Problem Solving

Education

CompTIA Networking Certification

JNCIA Certification

CCNA Certification

Tools

Ticketing System

Monitoring Tools

Job description

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Client:

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

3979476a8092

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

24/7 Shifts - 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off

Overall purpose of the job:

Day to day running of the Service Desk providing client support with a focus on providing a high level of customer service.

Key responsibilities for this job:

• First line support handling customer enquiries and support issues using our ticketing system
• Proactive network monitoring of alarms and traps for our customers via our monitoring tools
• Troubleshooting circuit faults and working with carriers to achieve fault resolution
• Driving fault resolution to ensure SLA’s are not breached
• Ensure issues are handled effectively by following our SLA Guidelines
• Escalation of faults/outages in accordance with Exponential-e procedures
• Taking immediate corrective action to restore services
• Maintain professional working relationships with customers, suppliers and work colleagues
• Creating incident reports/notifications for customer distribution
• Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member

Knowledge and experience required:

• Passion for working in the networking field and eager to learn and progress.
• Experience of working within a customer focused role.
• Knowledge of CompTIA Networking, JNCIA or CCNA certification.
• Excellent verbal and written communication skills with a professional phone manner
• Flexible approach with the ability to work effectively under pressure.
• Ability to work in a team with little supervision using own initiative.
• Responsible and willingness to take ownership of critical faults.