Support Engineer - Networks - CCNA

Zen Internet Ltd
Up to £25,000 per annum depending on experience + benefits
04 Dec 2017
08 Dec 2017
Contract Type
Full Time
Support Engineer - Networks - Hosted Voice - Firewalls - WANHaving grown from a pioneering ISP 20 years ago, today Zen Internet is a multi-award-winning company that provides a full range of data, voice and cloud services to business and residential customers across the UK as well as being recognised as one of the Best Companies To Work For in the UK.

Following a period of success, growth, and winning the prestigious BCS and Computing UK IT Industry Award for ‘Services Company of the Year’, our Corporate & Mid-Market division has a new opportunity for a Support Engineer - Networks to join the team

As Support Engineer - Networks you will act as the first point of contact for our Corporate & Mid-market customers who contact Zen to report issues and faults relating to their service(s).

You'll use your technical knowledge and diagnostic skills to provide first time resolutions at the first point of contact, but if necessary, you'll be able to escalate the fault to one of our 2nd line specialist teams to investigate and resolve.

Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and Zen but providing timely updates and ensuring the fault is given the correct level of priority and attention.

This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including; Hosted Voice, firewalls and/or WAN (wide area networks) technologies; multiple different types of connectivity (e.g Leased Lines, EFM, xDSL, FTTC).

Out-of-hours and/or on-call working is periodically required

The role gives you the opportunity to work with a range of corporate customers on a variety of technical solutions. Because of this the depth of your knowledge in those technologies will increase in those areas.

You'll also have the opportunity to develop you career into 2nd & 3rd line roles as well as Build Engineer and Architect positions.

Skills & Experience

Must meet at least one of the 3 options below (all 3 would be an advantage) but you should be willing to work towards the others;
  1. Must have an understanding of UTM feature of firewalls e.g. Policy Changes, Web filtering, Application Filtering and be prepared to qualify to FCNSA/NSE4 or equivalent level of knowledge
  2. Must have an understanding of router configuration management and be prepared to qualify to Cisco CCNA or equivalent level of knowledge
  3. Must have a solid working understanding of Hosted Voice solutions and have supported them within a similar managed services environment.
Familiar with working in networking and WAN technology Must be able to demonstrate a customer first approach to supportThe ability to liaise and communicate confidently and professionally with customer representatives at all levels Have solid experience in a helpdesk or technical support environment Highly organised and able to work on own initiative to complete the range of tasks required whilst demonstration solid team working principles Flexible and willing to work outside core business hours as requiredBe willing to adopt new working practices, processes and operational procedures

And this is what we'll offer you

  • 6 month salary reviews
  • Private Medical Healthcare Scheme
  • Pension Scheme
  • 25 days Annual Leave
  • Bonus (based on company performance)
  • Free Broadband up to the fastest speed available (inc Fibre)
  • Travel Loan and Ride2Work Schemes
  • Subsidised Onsite Nursery
  • Subsidised Onsite Restaurant
  • Summer & Christmas Parties

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