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Service Express is looking for a talented professional who wants the opportunity to serve as a Network Support Engineer in our organization. The Network Support Engineer will provide 2nd and 3rd level support to customers and client personnel as part of managed service contracts; assist in the use of network & security-based systems, technology, and products throughout the organization; and provide ongoing support for the Sales and Services teams in delivering contracted services.
Position Overview:
* Provide operational assistance and support to customers and internal teams within the Managed Services business.
* Offer out-of-hours on-call support for Network & Security services on a rota basis, including software support 24/7.
* Manage escalations to vendors and keep customers informed on progress.
* Participate in customer meetings and deliver Network & Security technical solutions.
* Assist with data availability testing and full invocation for customers.
* Perform hands-on activities within data centers, such as cabling, commissioning equipment, and troubleshooting.
* Manage customer transition activities to ensure successful completion.
* Resolve support calls and attend customer sites as needed.
* Undertake training to stay current with Cisco and Checkpoint support knowledge.
* Follow change control processes for all modifications to customer systems.
* Represent technical solutions at customer sites during pre-sales activities.
* Share knowledge within the team to enhance overall expertise.
* Assist/train Service Desk staff and collaborate with SDMs to provide technical support.
* Provide documentation for standard solutions, including high and low-level designs.
* Ensure compliance with best practices, security, safety, and regulatory procedures.
* Perform other related tasks as assigned by the Technical Services Manager.
Qualifications and Experience:
* Minimum 3 years of experience as a Network & Security Engineer or similar role.
* Experience supervising junior team members.
* Cisco CCNA / CCNP or equivalent experience.
* Checkpoint CSSA / CCSE or relevant experience.
* Proven support experience with WAN/LAN network services.
* Knowledge of network security and firewalls (Cisco & Checkpoint).
* Proficiency with Microsoft applications, including Visio.
* Experience with network management and diagnostic tools.
* Ability to produce technical documentation and procedures.
* Strong organizational and administrative skills.
* Ability to train and assist staff.
* Excellent problem-solving, analytical, and resolution skills.
* Experience in automation of repetitive tasks.
* Effective communication skills, both internally and externally.
* Demonstrates initiative and a proactive approach.
* Good telephone manner.
Benefits:
* Salary up to £50,000 plus a 15% bonus.
* On-call rota with additional pay.
* Overtime compensation.
* Lifestyle benefits, Employee Assistance Program, Life assurance, Private Medical Insurance, and more.
* A collaborative company culture focused on excellent employee and customer experiences.
* On-site gym and access to personal trainers.
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