Technical Services Engineer

VCG Technology Services; Stockport; On-site; GBP 30,000 - 45,000; Full time

Job summary

A network infrastructure specialist is seeking a skilled Technical Services Engineer in Stockport. The role involves troubleshooting and diagnosing network and security incidents while providing expert support to clients. A minimum of three years' experience in a similar role and a CCNA qualification are essential, alongside strong skills in network, security, and collaboration technologies. The engineer will also manage escalated issues, write reviews, and oversee third-party support, ensuring excellent service delivery.

Qualifications

• Minimum of three years experience in a similar technical role.
• CCNA qualified with strong understanding of network, security, or collaboration technologies.
• Logical and methodical approach to troubleshooting technical issues.

Responsibilities

• Provide expert level support to clients and act as an escalation point.
• Troubleshoot and diagnose network or security incidents.
• Write monthly Technical Customer MSA reviews.
• Log and analyze faults on the Autotask system.
• Own and prioritize Priority 1 case issues.
• Manage third-party remote hands for onsite support cases.
• Own and manage third-party TAC to completion.

Skills

Network technologies

Security technologies

Collaboration technologies

Troubleshooting

CCNA qualification

Tools

Autotask Ticketing system

Job description

We are VCG, an established network infrastructure specialist. Based in Bredbury, Stockport, we are looking for a Technical Services Engineer to handle incoming & escalated queries and help requests from end users, either via email, customer portal or over the phone.

It is essential to have a minimum of three years experience in a similar role, CCNA qualified you must have a strong understanding of network, security or collaboration technologies, and a logical and methodical approach to trouble shooting technical support issues.

Responsibilities

• Provide expert level support to all clients and act as an internal point of escalation for all support-related incidents where required.
• Troubleshooting and diagnosis of all networks or security related incidents.
• Write monthly Technical Customer MSA reviews from templates.
• Effective logging and fault analysis on VCG Ticketing system Autotask.
• Ownership and prioritization of Priority 1 case issues.
• Managing third party remote hands for onsite support cases in line with customer SLAs.
• Owning and managing third party TAC to completion, including PSS support.

Following the incident management and request fulfilment processes detailed in.