Support Engineer - 1st Line

Virtual1 Limited
London (Greater)
£24,000 - £27,000
08 Nov 2017
08 Dec 2017
Contract Type
Full Time

Main Purpose of Role:

Ensure Virtual1 and the partner Sales staff are provided with excellent technical support for all active services

Manage Cases relating to faults, changes or requests from Partners to meet the SLA commitments.

Key Tasks and Accountabilities

Core Tasks

To monitor and repair network faults and provide support for network services to Virtual1 Partners as required.

Manage Case queues within the SalesForce System for Faults, DC access and Information Requests.

To answer calls from Partners, logging or updating Cases as appropriate within SalesForce

To monitor the PRTG monitoring system and respond pro-actively to alarms.

Refer faults to carriers and suppliers and chase effectively to ensure satisfactory outcome in shortest timescale possible

Ensure active cases are handed to/from the overnight Support team

Additional Responsibilities

Work with the HoNO to ensure that a level of best practise with support and monitoring is defined and implemented

Work with carrier partners and suppliers to define efficient methods for identifying and resolving faults over the services Virtual1 takes from them

Work with Sales and Service Management to ensure they are aware of any customer complaints relating to service performance.

Ownership of all related SalesForce queues

Performance Indicators

Customer satisfaction

A Sales team confident in the ability of the Operations team to deal with their Partner?s issues

A well-documented library of Support process and procedure

Well documented Cases with record of effective, pro-active dialogue with Partners

Open ticket count kept to a minimum

Role Requirements


Self-motivated; good time-keeping and customer-value work ethic.

Working knowledge of Wide-Area networking technologies, topologies and routing protocols

Strong analytical and trouble-shooting skills; gathers evidence, investigates solutions, considers implications for the business, goal-orientated

Takes pride in achieving best mutual outcome for Partner and Virtual1

Builds long-term relationships both internally and externally across different cultures

Establish creditability with Customers and Partners using appropriate interpersonal styles and communication methods

Good communication skills, both written and verbal

Knowledge & Experience

Background in Telecommunication environment or IT industry.

Able to demonstrate knowledge of networking fault finding (Ping, Traceroute,MAC, ARP)

Confident in the levels of the OSI model (Layer 1, 2 and 3)

Good organisational skills

Process and Teamwork oriented approach with both internal and external customers

Academic & Professional Qualifications

Working towards attaining CCNA or JNCIA level qualification.

Travel Requirements

Travel within the UK may be required on occasion

Staff Benefits



Death In Service

Childcare vouchers

25 days holiday


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