Level 1 Network Support Engineer

Elevate Group; Manchester; Hybrid; GBP 27,000; Full time

Job summary

An established industry player is on the lookout for a Level 1 Network Support Engineer to join their vibrant team in Manchester. This role is crucial in delivering exceptional technical support in a dynamic, customer-focused environment. You will engage with customers to resolve connectivity issues, monitor network performance, and ensure high service standards. The company prides itself on a supportive culture, offering flexible working arrangements and a range of personal and work perks. If you're passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Birthday off

Moving house day

Wedding bonuses

Baby bonuses

Dog-friendly offices

Monthly breakfasts

Social events

25 days holidays plus bank holidays

Private healthcare

Contributory pension scheme

Qualifications

• Strong problem-solving and customer service skills are essential.
• Experience in technical support within a service desk environment is required.

Responsibilities

• Handle inbound support queries and ensure timely resolution.
• Monitor network assets and respond to alerts promptly.
• Document customer interactions accurately in the ticketing system.

Skills

Problem-solving skills

Customer service orientation

Technical support experience

Multitasking

Excellent communication skills

Empathy and resilience

Education

Degree in networking, science, engineering or related fields

Certifications like CompTIA A+, Network+, CWNA

Tools

Solarwinds

LibreNMS

Salesforce

Remedy

Zendesk

Job description

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.