Network Support Engineer

TN United Kingdom; Bedford; On-site; GBP 50,000 - 60,000; Full time

Job description

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Service Express is looking for a talented professional who wants the opportunity to serve as a Network Support Engineer in our organization. The Network Support Engineer will provide 2nd and 3rd level support to customers and client personnel as part of managed service contracts; assist in the use of network & security-based systems, technology, and products throughout the organization; and provide ongoing support for the Sales and Services teams in delivering contracted services.

Position Overview:

• Provide operational assistance and support to customers and internal teams within the Managed Services business.
• Offer out-of-hours on-call support for Network & Security services on a rota basis, including software support 24/7.
• Manage escalations to vendors and keep customers informed on progress.
• Participate in customer meetings and deliver Network & Security technical solutions.
• Assist with data availability testing and full invocation for customers.
• Perform hands-on activities within data centers, such as cabling, commissioning equipment, and troubleshooting.
• Manage customer transition activities to ensure successful completion.
• Resolve support calls and attend customer sites as needed.
• Undertake training to stay current with Cisco and Checkpoint support knowledge.
• Follow change control processes for all modifications to customer systems.
• Represent technical solutions at customer sites during pre-sales activities.
• Share knowledge within the team to enhance overall expertise.
• Assist/train Service Desk staff and collaborate with SDMs to provide technical support.
• Provide documentation for standard solutions, including high and low-level designs.
• Ensure compliance with best practices, security, safety, and regulatory procedures.
• Perform other related tasks as assigned by the Technical Services Manager.

Qualifications and Experience:

• Minimum 3 years of experience as a Network & Security Engineer or similar role.
• Experience supervising junior team members.
• Cisco CCNA / CCNP or equivalent experience.
• Checkpoint CSSA / CCSE or relevant experience.
• Proven support experience with WAN/LAN network services.
• Knowledge of network security and firewalls (Cisco & Checkpoint).
• Proficiency with Microsoft applications, including Visio.
• Experience with network management and diagnostic tools.
• Ability to produce technical documentation and procedures.
• Strong organizational and administrative skills.
• Ability to train and assist staff.
• Excellent problem-solving, analytical, and resolution skills.
• Experience in automation of repetitive tasks.
• Effective communication skills, both internally and externally.
• Demonstrates initiative and a proactive approach.
• Good telephone manner.

Benefits:

• Salary up to £50,000 plus a 15% bonus.
• On-call rota with additional pay.
• Overtime compensation.
• Lifestyle benefits, Employee Assistance Program, Life assurance, Private Medical Insurance, and more.
• A collaborative company culture focused on excellent employee and customer experiences.
• On-site gym and access to personal trainers.