2Nd Line Network Engineer

Location - Cambridge, there will be a requirement to travel to sites all over the UK
Salary - £30,000- 40,000p/a DOE
Hours - shifts patterns of 08:00 to 16:00, 09:00 to 17:00 and 10:00 to 18:00
There's also an overnight on-call shift which the 08:00 to 16:00 shift covers. Phone support only
Position Overview
We are seeking an enthusiastic Network Engineer. You will be a second line engineer with experience in troubleshooting connectivity issue at the end user level. You will be eager to develop your network skills with a view to becoming a full-time 3rd line network engineer in the future.
Ideally you will have an educational background which includes network engineering principles as part of a degree in computer science or similar
You will be a client-focused individual who appreciates that client satisfaction is key to your personal success and the success of the business.
This is a great opportunity to learn from a seasoned network engineer while earning a competitive salary.
Responsibilities
Your primary goal is to build up a solid understanding of networking by shadowing and assisting our senior network engineer.
Understanding being defined as:
* Ability to document network information.
* Assist in the setup of networks and contribute ideas and suggestions.
* Suggest activities (common incidents and service requests) that can be performed by the service desk
* Create and curate relevant knowledge articles.
* Pass accreditations as required by the senior network engineer.
Other duties
As a small client centric organisation, our priority is always providing excellent support to our clients, therefore you will be expected to act as a site/service desk engineer when not learning from and supporting our senior network engineer.
This includes but not limited to:
Providing 2nd line on site and service desk technical support:
* Attend customer and company sites as a minimum 2 days per week (you will be expected to be flexible in that there may be a requirement to change your deployment at short notice, but they endeavour, as much as possible, to minimise disruption to their employee's personal lives with last minute changes).
* Respond to and resolve complex technical issues.
* Troubleshoot and diagnose hardware, software, and network-related problems.
* Collaborate with other teams to ensure the timely resolution of issues.
* Document troubleshooting steps and resolutions in a comprehensive manner.
* Customer service:
* Deliver exceptional customer service by always demonstrating a professional and courteous demeanour with an ability to build strong relationships.
* Communicate technical information to non-technical users in a clear and understandable manner.
* Provide guidance and advice to customers on IT-related matters.
* Maintain a high level of customer satisfaction by managing customer expectations and ensuring prompt issue resolution.
* Must be well presented to showcase the professionalism of the company.
* Incident and problem management:
* Manage and prioritise incidents and service requests in accordance with defined service level agreements (SLAs).
* Analyse incidents and identify trends to proactively address recurring issues.
* Escalate incidents to the appropriate teams when necessary.
* Contribute to problem management activities by identifying and documenting root causes and proposing preventive measures.
As a small organisation you will be expected to carry out diverse duties and be flexible, demonstrating a positive attitude.
Requirements
* Bachelor's degree in information technology or a related field (or equivalent work experience).
* Proven experience in a 2nd line role, providing technical support.
* Strong customer service skills with the ability to empathise and communicate effectively with customers.
* Solid understanding of IT infrastructure, including hardware, software, and networking concepts.
* Proficiency in troubleshooting desktops, laptops, operating systems (Windows, macOS), and common business applications.
* Familiarity with ITIL framework and IT service management principles.
* Excellent problem-solving skills and ability to diagnose and resolve complex technical issues.
* Strong organisational skills with the ability to prioritise and manage multiple tasks simultaneously.
* Effective communication skills, both verbal and written.
* Ability to work independently and collaboratively in a team-oriented environment.
* Troubleshoot and diagnose hardware, software, and network-related problems.
* Collaborate with other teams to ensure the timely resolution of issues.
* Utilise remote access tools to assist with troubleshooting and issue resolution.
* Document troubleshooting steps and resolutions in a comprehensive manner.
If you have the skills require apply now
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