2nd line network engineer

Job DescriptionLocation - Cambridge, there will be a requirement to travel to sites all over the UK Salary - £30,000- 40,000p/a DOE Hours - shifts patterns of 08:00 to 16:00, 09:00 to 17:00 and 10:00 to 18:00 There's also an overnight on-call shift which the 08:00 to 16:00 shift covers. Phone support onlyPosition OverviewWe are seeking an enthusiastic Network Engineer. You will be a second line engineer with experience in troubleshooting connectivity issue at the end user level. You will be eager to develop your network skills with a view to becoming a Full time 3rd line network engineer in the future.Ideally you will have an educational background which includes network engineering principles as part of a degree in computer science or similarYou will be a client-focused individual who appreciates that client satisfaction is key to your personal success and the success of the business. This is a great opportunity to learn from a seasoned network engineer while earning a competitive salary.ResponsibilitiesYour primary goal is to build up a solid understanding of networking by shadowing and assisting our senior network engineer.Understanding being defined as:* Ability to document network information.* Assist in the setup of networks and contribute ideas and suggestions.* Suggest activities (common incidents and service requests) that can be performed by the service desk * Create and curate relevant knowledge articles.* Pass accreditations as required by the senior network engineer.Other dutiesAs a small client centric organisation, our priority is always providing excellent support to our clients, therefore you will be expected to act as a site/service desk engineer when not learning from and supporting our senior network engineer.This includes but not limited to:Providing 2nd line on site and service desk technical support:* Attend customer and company sites as a minimum 2 days per week (you will be expected to be flexible in that there may be a requirement to change your deployment at short notice, but they endeavour, as much as possible, to minimise disruption to their employee's personal lives with last minute changes).* Respond to and resolve complex technical issues.* Troubleshoot and diagnose hardware, software, and network-related problems.* Collaborate with other teams to ensure the timely resolution of issues.* Document troubleshooting steps and resolutions in a comprehensive manner.Customer service:* Deliver exceptional customer service by always demonstrating a professional and courteous demeanour with an ability to build strong relationships.* Communicate technical information to non-technical users in a clear and understandable manner.* Provide guidance and advice to customers on IT-related matters.* Maintain a high level of customer satisfaction by managing customer expectations and ensuring prompt issue resolution. * Must be well presented to showcase the professionalism of the company.Incident and problem management:* Manage and prioritise incidents and service requests in accordance with defined service level agreements (SLAs).* Analyse incidents and identify trends to proactively address recurring issues.* Escalate incidents to the appropriate teams when necessary.* Contribute to problem management activities by identifying and documenting root causes and proposing preventive measures.As a small organisation you will be expected to carry out diverse duties and be flexible, demonstrating a positive attitude.Requirements* Bachelor's degree in information technology or a related field (or equivalent work experience).* Proven experience in a 2nd line role, providing technical support.* Strong customer service skills with the ability to empathise and communicate effectively with customers.* Solid understanding of IT infrastructure, including hardware, software, and networking concepts.* Proficiency in troubleshooting desktops, laptops, operating systems (Windows, macOS), and common business applications.* Familiarity with ITIL framework and IT service management principles.* Excellent problem-solving skills and ability to diagnose and resolve complex technical issues.* Strong organisational skills with the ability to prioritise and manage multiple tasks simultaneously.* Effective communication skills, both verbal and written.* Ability to work independently and collaboratively in a team-oriented environment.* Troubleshoot and diagnose hardware, software, and network-related problems.* Collaborate with other teams to ensure the timely resolution of issues.* Utilise remote access tools to assist with troubleshooting and issue resolution.* Document troubleshooting steps and resolutions in a comprehensive manner.If you have the skills require apply now In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Agency in relation to this vacancy.
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