Network Support Engineer

Sensical Services Ltd; City Of London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme (up to 4% match)

Birthday day off

Training and certifications

Health insurance (Vitality, dental, &/

Perkbox discount scheme

Enhanced sick pay

Employee assistance program

Job summary

Sensical Services Ltd in London is seeking a Network Engineer to maintain client networks and act as a 3rd line escalation point. The role demands a proactive attitude, excellent customer service and a strong willingness to upskill across a range of technologies.

You will work closely with the Technical Director on systems maintenance (40%), 3rd line support (40%) and project work (20%), with hybrid working arrangements (2 days remote, 3 days in the office) and client-site deployments as needed.

Qualifications

• Experience in an MSP environment and 3rd line support preferred.
• Strong communication and customer service mindset.
• Willingness to upskill rapidly and learn new technologies.
• Ability to manage multiple priorities in a fast-paced setting.
• Proactive, methodical and analytical problem solving.

Responsibilities

• Perform systems maintenance for clients and act as 3rd line escalation point.
• Identify improvements, monitor production networks, and upgrade hardware/firmware.
• Write and implement RFCs; document processes; train team members.
• Handle 3rd line tickets and on-call escalations as part of rota.
• Deliver small projects and datacentre/client deployments.

Skills

MSP experience

CCNP

Fortinet NSE4+

Excellent communication

Learning ability

Problem solving

Organised

Team player

Ownership

Adaptability

Calm and approachable

MSP knowledge

Tools

FortiGate

Job description

• Hybrid (2 days remote, 3 days in the office/at client sites)
• Permanent, full time

We are a boutique MSP in the City of London looking for an enthusiastic and highly motivated Network Engineer to perform systems maintenance for all our clients, and to act as 3rd line escalation point.The ideal candidate will have previous experience working in an MSP, a CCNP-level technical skillset, a proactive attitude in customer service, and a genuine interest in quickly upskilling. This is an excellent opportunity to join a nimble and agile company, gain exposure to a wide range of technologies and eventually progress into consultancy.

The Role

We are looking for an enthusiastic and highly motivated Network Engineer with excellent customer service skills, a proactive attitude, and a strong interest to continue developing in this field. Working closely with our Technical Director, the successful candidate will perform systems maintenance for all our clients: therefore, an interest to learn rapidly is essential, and previous experience in an MSP is highly desirable. The role also includes acting as an escalation point for 3rd Line Support tickets from our Service Desk.

Systems Maintenance (40%)

• Identification of improvements to networking systems and infrastructure


• Comprehensive monitoring of production networks and infrastructure


• Hardware and firmware upgrades to networking infrastructure


• Writing and implementing RFC’s


• Provision of support and training to team members


• Creation and maintenance of detailed documentation

3rd Line Support (40%)

• Troubleshooting and resolution of complex networking incidents and escalations


• Monitoring and fixing of networking alerts


• Root cause analysis and reporting of network trends


• Major incident resolution


• Service requests \ BAU firewall configuration \ network switch configuration


• On call support (escalations only, as part of rota)

Project Work (20%)

• Delivery of small projects


• Datacentre and client site deployments


• Submitting and executing detailed change requests

About you

• Excellent verbal and written communication skills


• Ability to learn new systems and technologies


• Ability to take in and retain information


• A methodical and analytical approach to problem solving


• Highly organised


• Resourceful


• Dynamic self-sufficient individual who works well in team environment and on their own


• Calm and approachable attitude with ability to take ownership of issues and see them through


• Ability to understand and respond to changing business priorities

Technical Experience

• Experience of creating quality support documentation


• Expert knowledge and understanding of support best practices


• Previous MSP experience (highly regarded)

Desirable Qualifications

• CCNP


• FortiGate NSE4+

Desirable Technical Skills

• Intermediate – Understanding Networking IPv4 / DHCP / DNS / Switches


• Intermediate – Understanding Enterprise Firewall technologies


• Intermediate – Understanding Enterprise Network Management and Monitoring


• Intermediate – Understanding of packet capture technologies and tools

The Company

Sensical Services Ltd is a small, award-winning and fast-growing IT consultancy and managed services provider based in the City of London. Our customers are small and medium sized organisations (SMEs) in financial services, utilities and other sectors who value expert advice, systems reliability and high-quality support that is a cut above the average. We are a friendly, close-knit, and supportive team of experts with a can-do attitude and a passion for what we do. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees, regardless of their gender, race, sexual orientation, disability, neurotype, religion or beliefs. We also recognise the importance of helping our team to balance the responsibilities of their work and private lives.

• Annual bonus


• Pension scheme (up to 4% match)


• Additional day off on your birthday


• Training and relevant ongoing certification


• Vitality Private Health Insurance including Dental, Optical, and Mental Health


• Discount Scheme with Perkbox


• Enhanced Sick Pay


• Employee Assistance Program with Health Assured