Technical Support Engineer (Networks) Cisco CCENT Certified or Studier

Edinburgh, City of Edinburgh
Competitive Salary + Benefits
13 Sep 2017
11 Oct 2017
Contract Type
Full Time

Technical Support Engineer (Networks) - Industry-Leading IT infrastructure Services Provider
Competitive Salary Package + Benefits

About the brand:

We are a £75 Million industry-leading IT infrastructure services company providing hybrid cloud, outsourcing and professional services to thousands of UK customers.

The Technical Support Engineer (Networks) Role:

Technical Support Engineers within our Technical Support (Networks) team are responsible for providing 1st line support to our customers. This is a challenging, technical and hands-on role which covers a wide range of technologies.

Technical Support Engineer (Networks) Key Responsibilities:

+ Monitor and triage inbound tickets and telephone calls including first response, information gathering, clarification, prioritisation and categorisation of tickets.
+ Set and manage customer expectations in relation to ticket resolution targets. Provide regular accurate updates on progress. Resolve incidents and action changes within target timescales.
+ Support and manage customer network services, provide remote hands support for co-located customers at the local datacentre.
+ Respond to and manage automated monitoring alerts, including initial diagnostics, customer notification and escalation as required.
+ Liaise with wider support team and third party suppliers to report and escalate customer Incidents, Problems and Requests.
+ Publish articles to the internal and customer Known Error Database.

Other Role Info:

+ 24/7/365 shift cover in line with the team shift rota.
+ This role may require occasional customer and other company site visits.

Person Specification:

Education, Skills & Qualifications:


+ Minimum Cisco CCENT certification or working towards
+ Minimum GCSE level, or equivalent, in English. 
+ Basic level of Juniper/Cisco routers, switches, firewalls, and other network products.
+ Familiarity with ISP services including access technologies, DNS, email, webhosting.
+ Technical phone support or experience of working within a technical support team environment.
+ Solutions driven and confident in dealing with customers.
+ Natural initiative and pro-activeness to their method of working.
+ A confident telephone manner and friendly approach.
+ Able to work well to deadlines and under pressure.
+ High degree of accuracy and attention to detail.


+ HND or equivalent in IT or similar discipline / proven equivalent working experience.
+ ITIL Foundation Certification or working towards.
+ Full UK Driving License.
+ VoIP
+ Electrical / Mechanical knowledge relevant to Data Centre technology.
+ Basic understanding of Wireshark and Iperf.

Benefits we offer:

From day one: Death in Service x 4 & Access to our Rewards Discount Programme

From 3 months: Up to 5% enhanced matching employer’s pension contribution

The following benefits on successful completion of probationary period:

+ Private Medical Care
+ Health Shield Cash plan which includes access to an employee assistance programme
+ Optional enrolment in the Bike to work scheme
+ Optional enrolment in childcare vouchers scheme
+ Performance related bonus scheme

You may have worked in the following capacities:
1st Level Network Support Engineer, Network Helpdesk Engineer, Datacentre Networks Engineer, Cisco CCENT Engineer, Junior Network Engineer.

Interested? Just Apply Below...

In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR.

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