Network Support Engineer

Modern Networks Ltd; Hitchin; On-site; GBP 32,000 - 46,000; Full time

Job summary

Modern Networks Ltd in the United Kingdom is seeking a service desk engineer to join our support team serving ISP and Science Park customers. You will triage, troubleshoot, and resolve incidents and service requests across customer CPE, campus edge, and core ISP services, owning cases through to resolution or escalation.

Alongside day-to-day support, you will occasionally contribute to delivery activities such as equipment pre-staging, on-site turn-ups, change windows and upgrades.

Qualifications

• Escalation capable service desk engineering experience.
• Ability to diagnose connectivity issues across WAN/LAN/WLAN.
• Experience with VLANs, DHCP/DNS and firewall changes.

Responsibilities

• Triages, troubleshoots and resolves incidents and service requests for ISP and Science Park customers.
• Owns cases through resolution or escalation as per SLAs.
• Contributes to delivery activities like equipment pre-staging, on-site turn-ups and upgrades.

Skills

Escalation handling

WAN/LAN/WLAN

CPE troubleshooting

Change control

UK driving licence

On-site travel

Job description

Established in 1999, Modern Networks are the leading specialist provider of managed IT and Telecoms services to the specific sector markets. This role sits within our independent Internet Service Provider (ISP) and work with customers all over the UK providing a range of IT, connectivity, telephony and security services. As a group, we have businesses who provide services to science parks, commercial property, Small to Medium Enterprises (SMEs), and education. The ISP unit primarily serves the needs of our science parks customers and provides the ISP core network all Modern Networks connectivity customers rely on.

The Role:

This role sits within our Support team, servicing our ISP & Science Park customers. You will triage, troubleshoot, and resolve incidents and service requests across customer CPE, campus edge, and core ISP services—owning cases through to resolution or clear escalation. Alongside day-to-day support, you will on occasion also contribute to delivery activities such as equipment pre-staging, on-site turn-ups, change windows and upgrades. This role requires occasional travel across the UK and the ability to respond quickly to critical incidents.

Who we are looking for:

• An escalation-capable service desk engineer handling tickets end-to-end: log, prioritise, diagnose, resolve or escape in line with SLAs.
• Ability to troubleshoot connectivity issues across WAN/LAN/WLAN, customer CPE, and campus edge infrastructure using structured fault-finding.
• Perform standard configuration changes under approved work instructions and change control (e.g., VLANs, DHCP/DNS, firewall policy adjustments).
• Respond to monitoring alerts; identify service-impacting events and proactively raise and manage incidents.
• Drivers with UK Licence and access to own vehicle.

What's in it for you?

• Growth - Once you’ve got to grips with our systems and processes, you’ll have the opportunity to progress with us - if you fancy a bit of training, we've got you covered!
• Knowledgeable, high-achieving, experienced and fun colleagues.
• A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance.
• Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.