Job Description

Description

We are seeking a highly motivated L1 Network Support Engineer to join our dynamic team. This is a crucial role in a fast-paced, customer-centric service provider environment. The successful candidate will deliver timely and effective technical support to customers and partners for connectivity and related services. Key to this is providing clear and consistent communication to stakeholders through regular ticket updates, planned maintenance notifications and comprehensive outage reports. The role also involves proactively monitoring solutions and network infrastructure using internal systems, ensuring high availability for our customers, and maintaining exceptional service standards for all stakeholders.

We're rapidly expanding our fibre rollout, building on our existing, extensive national network footprint of owned and operated dark fibre and fixed wireless. We're operating at the cutting edge of full-fibre network infrastructure technology and architecture. Innovating in end-to-end, shovel-to-packet, automation to create ground breaking customer experiences, whilst embedding software defined architecture and NFV deep into our build.

We're expanding on our solid foundation to create an unrivalled, all-star network team.

Remote working is available and fully supported with at least 3 days per week in Manchester HQ as required.

Key Responsibilities

Receive and handle inbound customer and partner support queries, faults and service requests ensuring they are resolved within pre-defined SLAs Accurately document all customer interactions, troubleshooting steps and resolution actions in the internal ticketing system Monitor customer and network assets utilising a range of systems and respond and resolve alerts within SLA Provide technical support to customers for on net and 3rd party WAN connectivity services Troubleshoot VoIP issues, such as call quality problems, registration failures, and connectivity issues Provide 1st line support for customer LAN services, resolving basic issues and queries Troubleshoot common WLAN issues, such as SSID visibility, password issues and client device connectivity Perform basic configuration changes to WLAN controllers and access points (e.g., changing SSIDs, passwords) Assist customer with basic firewall access issues, such as verifying firewall rules and troubleshooting VPN connectivity Escalate issues both internally and with suppliers when required Provide customers with regular updates on all incidents utilising the Elevate Status Page and ticketing system Notify customers about internal and supplier planned maintenance Produce Reason for Outage (RFO) reports liaising internally and with suppliers Organise access to Elevate maintained infrastructure within Data Centres and local exchanges Participate in a 24/7 on call rota Contribute to the maintenance of the team knowledge base by documenting common issues and solutions Other duties as required by your line manager

Skills, Knowledge and Expertise

Essential

Exceptional problem-solving skills - you might not know all the answers but you know how to find and communicate a solution Passionate about delivering outstanding customer service, with a genuine desire to exceed expectations Experience providing customers with technical support within a service desk environment Ability to multitask and thrive in a fast-paced environment Strong sense of empathy - able to understand customer needs and concerns, even when not explicitly stated Excellent written and spoken English Composed, resilient and resourceful in a customer-centric team atmosphere

Desired

CompTIA A+, Network+, CWNA Certified or equivalent A degree in computer networking, science, engineering or related field Hands on experience working with monitoring platforms such as Solarwinds, LibreNMS, Cacti, or Zabbix Previous experience working with ticketing systems such as Salesforce, Remedy, Zendesk, etc Understanding of WAN technologies such as DIA, Ethernet WAN, VPNs, and Broadband Basic understanding of VoIP protocols (e.g., SIP, RTP) and familiarity with VoIP codecs (e.g., G.711, G.729) and their impact on call quality Experience with VoIP platforms (e.g., Cisco Callmanager, Broadsoft) Experience working within a service provider environment

In return you will get...

It's all about you

- We believe that taking care of yourself is truly important and allows you to perform at your very best. Joining the Elevate Group, we will award you with your very own birthday off, day off to move house, 500 Wedding bonus + day off and 500 Baby bonus for those special life events! Roll on the good times!

Perks at work

- At our Manchester (Northern Quarter) we hold free monthly breakfasts and team socials to celebrate and bring our people together!

Holidays

- 25 days annual leave, along with Bank Holidays. If that's not enough, you also have the option to purchase 5 additional days per year!

Healthcare

- Private Healthcare which can be for you and your family! Keeping everyone healthy and happy!

Gift Day

- Christmas has come early as we award every colleague an Elevate Gift Day day giving you the chance to get your last minute prep done or to kick back and relax!

Pension/Life Assurance

- We have a contributory pension scheme which is a salary sacrificed along with life assurance which is 4x your basic salary.

Wellbeing -

You will have a paid leave day that is completely for you. The aim of the day is to look after your well-being. This day can be spent doing anything that makes you happy and relaxed, whether this is a duvet day, a spa day, walking in the fresh air,

About Elevate Group

Seamless, secure intelligent networks.

In a world of disjointed, disconnected service, Elevate is your ground to cloud technology partner. We make seamless, secure intelligent networks as effortless as they should be.