Senior Service Desk Engineer

My client is an award winning and ISO certified Managed Services Provider, delivering specialist IT Services to both Private and Public Sector Enterprises. We deploy and manage software-defined network, security and cloud infrastructure platforms – helping enterprises worldwide to transform legacy infrastructure into modern day services which deliver better protection, more control and agile speed of change.

From a people and technology perspective, they do not operate a traditional office environment and all of their services are cloud based. As a result, all staff are home-based/mobile workers, which in turn opens up a global talent pool and enables us to scale easily into different geographies.

About the role and Ideal Candidate
A highly skilled and motivated individual to join our team of 3rd line engineers. The ideal candidate will have excellent telephone skills, friendly, well-organised, and have a great rapport with our customers. Being part of a small experienced technical team, you will be responsible for the delivery and operational support of customer solutions encompassing LAN, WAN, Network Security and other emerging technologies.

You will be expected to:
- Build and deliver a plethora of solutions that meet and/or exceed customer expectations
- Deliver and present solutions to both existing and new customers
- Foster relationships with customers who may view us as their go-to strategic partner
- Help and support members of the team as and when requested
- Promote a team environment with a positive attitude

Key requirements for the role are:
• CCNP level certification/expertise required
• Strong Layer 2&3 Networking expertise.
• Strong Security Awareness principles and practice.
• Excellent communication skills and willingness to work remotely and on-site with customers.
• The ability to work both autonomously when required, or as part of a close team when collaborating on a wider
solution/fault.
• Experience with several of, or all of WAN, LAN, Data Centre switching and Security (Cisco, Aruba, Meraki, Palo Alto,
Fortinet and Zscaler).
• Experience handling, managing and resolving customer support incidents (Ticket Management).
• Experience of dealing with vendor TAC support services (Cisco TAC/Fortinet/Microsoft etc.).
• Knowledge or understanding of Software Defined Networking and SD-WAN.
• Willingness to learn new technologies and apply to their role.
• Join an on-call rota to ensure our customers are supported 24/7.
• Overtime and OOH work available.
• UK Driving Licence.

Location: Remote working – home based with travel to customer premises where required.

Salary: £35-45k + benefits (depending on experience)