Service Assurance Engineer

i2i Recruitment Limited; Gloucester; Remote; GBP 32,000 - 42,000; Full time

Benefits offered by this job

20% shift allowance

Flexible benefits package including/p>

Job summary

i2i Recruitment Limited in the United Kingdom seeks a 2nd Line IT Support Engineer with ISP/managed services experience to troubleshoot, support Windows and Linux hosting, and maintain network services.

This role offers remote work with occasional office visits, shift-based coverage, and a benefits package including pension, healthcare, training and development opportunities.

Qualifications

• Experience in ISP, managed services or telecoms environments is essential.
• 2nd Line Support or strong IT Support Engineer experience required.
• Understanding of ITIL processes and customer support is essential.
• Strong troubleshooting and problem-solving skills required.
• Understanding of TCP/IP, DNS, firewalls and VPNs is essential.
• Knowledge of broadband, leased lines and Cisco networking.
• Familiarity with Windows Server and some Linux environments.
• Excellent communication skills and ability to manage competing priorities.
• A relevant technical qualification or industry certification is required.

Responsibilities

• Monitor systems and respond to alerts within agreed timescales.
• Investigate, troubleshoot and resolve technical incidents.
• Provide telephone and ticket-based customer support.
• Help maintain 24/7 service cover as part of a shift-based team.
• Take ownership of customer issues and provide regular updates.
• Log, manage and update tickets, escalating where necessary.
• Support Windows and Linux hosting environments.
• Troubleshoot networking issues across broadband and leased line services.
• Liaise with engineering teams and third-party suppliers to resolve incidents.
• Support hardware repairs, planned changes and out-of-hours activities.
• Maintain technical documentation and contribute to service improvements.

Skills

ISP/Managed services experience

2nd line support

ITIL processes

Troubleshooting

Networking: TCP/IP DNS VPNs

Broadband & Leased Lines

Cisco networking

Windows Server & Linux

Communication & prioritisation

Technical qualification/certification

Azure (Nice to have)

Veeam (Nice to have)

MPLS & load balancing (Nice to have)

Hardware troubleshooting (Nice to have

Job description

What’s in it for you?

• 20% shift allowance on top of your basic salary.
• Flexible benefits package including pension, healthcare, dental and insurance.
• Ongoing technical training and plenty of opportunities for personal development.
• Opportunities to develop your technical skills and progress your IT career.
• A predominantly remote working arrangement, with occasional office visits.
• The opportunity to make the most of your annual leave with a shift-based working pattern.

Must have’s

• Experience in an ISP, managed services or telecoms environment.
• Previous experience in 2nd Line Support or as a strong IT Support Engineer.
• Understanding of ITIL processes and customer support.
• Strong troubleshooting and problem-solving skills.
• Understanding of TCP/IP, DNS, firewalls and VPNs.
• Knowledge of broadband, leased lines and Cisco networking.
• Familiarity with Windows Server and some Linux environments.
• Excellent communication skills and the ability to manage competing priorities.
• A relevant technical qualification or industry certification.

Nice to have’s

• Exposure to Microsoft Azure and cloud infrastructure.
• Knowledge of Veeam backup solutions.
• Experience with MPLS and load balancing.
• Hardware troubleshooting experience.

So, what will you be doing?

• Monitor systems and respond to alerts within agreed timescales.
• Investigate, troubleshoot and resolve technical incidents.
• Provide telephone and ticket-based customer support.
• Help maintain 24/7 service cover as part of a shift-based team.
• Take ownership of customer issues and provide regular updates.
• Log, manage and update tickets, escalating where necessary.
• Support Windows and Linux hosting environments.
• Troubleshoot networking issues across broadband and leased line services.
• Liaise with engineering teams and third-party suppliers to resolve incidents.
• Support hardware repairs, planned changes and out-of-hours activities.
• Maintain technical documentation and contribute to service improvements.

Our mission of ‘Making Recruitment Personal’ also means making recruitment fair. As a result, we are committed to reviewing every application with a sense of diversity and inclusion. We strive to personally connect with each applicant, but due to the number of applications we receive, this is not always possible. We will still aim to update you on your application, regardless of if it’s successful