Level 1 Network Support Engineer

TN United Kingdom; Manchester; Hybrid; GBP 28,000 - 42,000; Full time

Job summary

An established industry player is seeking a highly motivated L1 Network Support Engineer to join their dynamic team in Manchester. This role is crucial in delivering timely technical support to customers and partners, ensuring high availability of services. As part of a rapidly expanding fibre rollout, you will be at the forefront of cutting-edge network infrastructure technology. The company fosters a collaborative environment, offering remote working options and a range of perks to support employee well-being, including private healthcare and generous leave policies. If you are passionate about customer service and technology, this is your chance to make a significant impact.

Benefits

Birthday off

House moving day off

£500 Wedding bonus

£500 Baby bonus

Dog-friendly office

Free monthly breakfasts

25 days annual leave

Private healthcare

Christmas Gift Day

Contributory pension scheme

Qualifications

• Experience in a service desk environment providing technical support.
• Hands-on experience with monitoring platforms and ticketing systems.

Responsibilities

• Handle inbound customer support queries and service requests.
• Monitor customer and network assets and resolve alerts.
• Provide technical support for WAN connectivity services.

Skills

Problem-solving

Customer service

Technical support

Multitasking

Empathy

Written and spoken English

Education

Degree in Computer Networking

Certifications (CompTIA A+, Network+, CWNA)

Tools

Solarwinds

LibreNMS

Cacti

Zabbix

Salesforce

Remedy

Zendesk

Job description

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Client:

Elevate Group

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b1db92ba2e1d

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

Description

We are seeking a highly motivated L1 Network Support Engineer to join our dynamic team. This is a crucial role in a fast-paced, customer-centric service provider environment. The successful candidate will deliver timely and effective technical support to customers and partners for connectivity and related services. Key to this is providing clear and consistent communication to stakeholders through regular ticket updates, planned maintenance notifications, and comprehensive outage reports. The role also involves proactively monitoring solutions and network infrastructure using internal systems, ensuring high availability for our customers, and maintaining exceptional service standards for all stakeholders.

We’re rapidly expanding our fibre rollout, building on our existing, extensive national network footprint of owned and operated dark fibre and fixed wireless. We’re operating at the cutting edge of full-fibre network infrastructure technology and architecture. Innovating in end-to-end, shovel-to-packet, automation to create ground-breaking customer experiences, whilst embedding software-defined architecture and NFV deep into our build.

We’re expanding on our solid foundation to create an unrivalled, all-star network team.

Remote working is available and fully supported with at least 3 days per week in Manchester HQ as required.

Key Responsibilities

• Receive and handle inbound customer and partner support queries, faults, and service requests ensuring they are resolved within pre-defined SLAs
• Accurately document all customer interactions, troubleshooting steps, and resolution actions in the internal ticketing system
• Monitor customer and network assets utilizing a range of systems and respond to and resolve alerts within SLA
• Provide technical support to customers for on-net and 3rd party WAN connectivity services
• Troubleshoot VoIP issues, such as call quality problems, registration failures, and connectivity issues
• Provide 1st line support for customer LAN services, resolving basic issues and queries
• Troubleshoot common WLAN issues, such as SSID visibility, password issues, and client device connectivity
• Perform basic configuration changes to WLAN controllers and access points (e.g., changing SSIDs, passwords)
• Assist customers with basic firewall access issues, such as verifying firewall rules and troubleshooting VPN connectivity
• Escalate issues both internally and with suppliers when required
• Provide customers with regular updates on all incidents utilizing the Elevate Status Page and ticketing system
• Notify customers about internal and supplier planned maintenance
• Produce Reason for Outage (RFO) reports liaising internally and with suppliers
• Organize access to Elevate maintained infrastructure within Data Centres and local exchanges
• Participate in a 24/7 on-call rota
• Contribute to the maintenance of the team knowledge base by documenting common issues and solutions
• Other duties as required by your line manager

Skills, Knowledge and Expertise

• Exceptional problem-solving skills - you might not know all the answers but you know how to find and communicate a solution
• Passionate about delivering outstanding customer service, with a genuine desire to exceed expectations
• Experience providing customers with technical support within a service desk environment
• Ability to multitask and thrive in a fast-paced environment
• Strong sense of empathy - able to understand customer needs and concerns, even when not explicitly stated
• Excellent written and spoken English
• Composed, resilient, and resourceful in a customer-centric team atmosphere
• Certifications such as CompTIA A+, Network+, CWNA or equivalent
• A degree in computer networking, science, engineering, or related field
• Hands-on experience with monitoring platforms like Solarwinds, LibreNMS, Cacti, or Zabbix
• Experience with ticketing systems such as Salesforce, Remedy, Zendesk, etc.
• Understanding of WAN technologies such as DIA, Ethernet WAN, VPNs, and Broadband
• Basic understanding of VoIP protocols (e.g., SIP, RTP) and familiarity with VoIP codecs (e.g., G.711, G.729) and their impact on call quality
• Experience with VoIP platforms (e.g., Cisco Callmanager, Broadsoft)
• Experience working within a service provider environment

In return you will get...

It's all about you - We believe that taking care of yourself is truly important and allows you to perform at your very best. Joining the Elevate Group, we will award you with your very own birthday off, a day off to move house, £500 Wedding bonus + day off, and £500 Baby bonus for those special life events! Roll on the good times!

Perks at work - Whether it be our Manchester (Northern Quarter) or Bristol office, our offices are dog-friendly, where we also hold free monthly breakfasts and team socials to celebrate and bring our people together!

Holidays - 25 days annual leave, along with Bank Holidays. You can purchase an additional 3 days per year if desired.

Healthcare - Private Healthcare for you and your family to keep everyone healthy and happy!

Gift Day - Christmas Gift Day, giving you a chance to get last-minute prep done or relax!

Pension/Life Assurance - Contributory pension scheme and life assurance (4x your basic salary).

Wellbeing - A paid leave day dedicated to your well-being, allowing you to relax and recharge.

In a world of disjointed, disconnected service, Elevate is your ground-to-cloud technology partner. We make seamless, secure, intelligent networks as effortless as they should be.