1st Line Support

Softcat PLC
Up to £35k
24 Nov 2017
05 Jan 2018
Contract Type
Full Time

1st Line Support

Location: Marlow

Salary: Up to £35000

About the role:

The 1st Line Support role will provide Cisco network telephone support to our customers, analysing issues, fault finding, troubleshooting where possible and escalating to our vendor partner where required. You?ll manage and track the issues through to resolution, providing excellent customer service within our defined SLAs.

Your primary focus as 1st line support will be on Cisco networking issues; however, you will also work on Cisco ASA and UC issues as required.

You?ll work in our dedicated Operations Centre, on a shift roster of 4 days 4 off 4 nights 4 off. You?ll have the opportunity to work alongside and learn from our highly skilled Networking & Security team, assisting them with more complex issues as your skills develop.

About you
You?ll have existing Cisco networking skills, a desire to provide outstanding customer experience and have a background of providing network telephone support to either internal or external customers.

Required skills, experience and qualifications for 1st line support role:

  • CCNA / Cisco Certified Network Associate (R&S)
  • Practical experience of router and switch configuration
  • Good Cisco software and hardware troubleshooting skills

Nice to haves

  • CCNA Collaboration, or comparable knowledge
  • Cisco LAN switch configuration
  • Experience with Cisco ASA, security products, CUCM, Wireless
  • Have worked on a shift pattern previously

Why work for us?

Softcat is a leading provider of IT infrastructure services and proud to be a top 5 Best Workplace in the UK (Great Places to Work Awards 2017)!

We care passionately about two things: outstanding employee satisfaction and world-class customer service. We believe the former drives the latter. At Softcat we know that to have happy customers, we first need to have happy employees.

(Please note that all applicants must have the right to work in the UK to be considered for this role)


At Softcat we show our appreciation for our employees by offering them a full range of benefits and perks including free breakfast and tea/coffee throughout the day, regular team and company-wide events, pension, life assurance, childcare vouchers and many more.

This job was originally posted as www.jobsite.co.uk/job/959552949