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Job Description

Global network and communications service provider has a requirement for a Senior Network Engineer to join the team. With over 40 years’ experience in their sector, the business has a strong reputation for innovation and customer experience. Their core areas of expertise lie within data networks, security, voice, managed services and professional services.  They have a strong focus on training and development for employees and offer excellent opportunities for progression.

This position will provide dedicated operational support to a specific Managed Service customer’s network. Will be responsible for assuring proactive alarm management, network analysis, routine maintenance, health checks, and crisis management, as well as being an escalation point for the Service Desk, Customer, and Service Managers.

The position includes some queue, workload and team supervision responsibilities, and the role is expected to be a technical focal point and SME within the team for the customer’s network; validating escalations into 3rd level Technical Support, 3rd Party Vendor, and Local Exchange Carriers. Duties also include training other members of the NOC group and associated assurance teams.

Main Responsibilities:

  • Resolution and diagnosis of network and system faults at a 2nd line support level through proactive alarm management and technically escalated Service Desk faults. Monitor and action the trouble ticket queues daily in a timely and professional manner. Take ownership of complex investigations and work closely with 3rd line Technical Support
  • Provide operational assistance to all areas of Service Operations, mentor and train members of the NOC and Service Desk
  • Support customer SoW (scope of works) items including major incident management, proactive network audits, problem management, case closure control, service review meetings and ownership of customer improvement plans
  • Monitoring the network performance, highlighting any deficiencies through the appropriate channels via network health checks and statistical analysis
  • Monitoring the network performance, Identification of activities that present risk to the live network. Action and resolve using the correct processes and procedures
  • Management of technically escalated issues that may require hands-on management of 3rd party vendor activities and customer liaison

Experience and skills required:

  • Advanced understanding of IP networking specifically Cisco and Juniper, demonstrated via certification and operational experience
  • 6 years’ experience working on Data/IP networks within an operational environment; completing 1st/2nd level diagnostics across multiple technologies and Vendors
  • Demonstrative experience in Incident Management and Service Operations environments
  • Advanced 2nd line technical competency level that spans all IP related technologies
  • Organisational skills with ability to work within defined service level agreements and effectively multi-task
  • Proactive attitude with an ability to take ownership of issues
  • Train Service Desk staff on technical, functional and procedural items
  • Excellent customer focus
  • SC clearance

Should have an advanced knowledge of the following:

  • Cisco CLI & CPE hardware
  • Juniper CLI
  • IPVPN & MPLS networks
  • Switching and Routing Protocols
  • Failover Protocols, HSRP, GLBP, VRRP
  • LAN management
  • DSL/secure DSL
  • Ethernet Services
  • ISDN services
  • Statacom and Lucent ATM
  • APM (Application and performance monitoring)

This job has now been filled but you may be interested in:


IT Support Analyst

£150 - £170

Skills: IT Support, IT Support Analyst, First Line Support, 1st Line Support, Desktop Support, Deskside Support, Deskside Engineer, Service Desk Analyst 

Our industry leading client requires a IT Support Analyst for a long term contract engagement to be based out of their Guildford office in Surrey. 

Due to their continued growth and success they are looking to add to their exisiting team, you will be responsible for assiting users with a range of IT Support issues both in person and remotely. This is a perfect role for someone with 12-18 month experience in IT Support as it will give you the platform to take your career onto the next level. 

Key Skills:

  • Provide prompt and professional 1st Line Support to the user base according to SLAs
  • To log incident calls using the CRM support desk system
  • Ensure all support calls are effectively managed with minimum disruption to the client
  • Support issues are responded to and resolved to plan and/or within agreed timescales
  • Provide regular feedback to customers regarding the progress of support call status
  • Review, react and resolve to issues reported via real time monitoring alerts

Interviews are taking place onsite from Monday the 18th of February, so please submit your CV for immediate consideration. 

First Line Support Analyst

£150 - £170

Skills: Service Desk Analyst, Deskside, Service Desk, First Line Support, 1st Line Support, IT Support, IT Technician, Local Support Engineer, Hardware Fix, Software Fix 

Our industry leading client requires a talented First Line Support Analyst for a long term contract engagement to be based out of their Guildford offices. 

Key Responsibilities:

  • Take calls from customers and log their tickets
  • Assigning tickets that can’t be resolved to 2nd Line Support
  • Remotely connecting to customers for training and support
  • Work to agreed SLA’s such as ticket quality and customer satisfaction

Things you need:

  • Experience with 1st Line Support
  • Strong experience of working with bespoke software and hardware
  • Understanding of Windows 
  • Experience of using remote access tools

Initially please submit your CV for immediate consideration.