Network Support Engineer

JOB TITLE: Network Support Engineer

DIVISION/BUSINESS UNIT: Network Operations

ACCOUNTABLE TO: Head of Managed Networks & Network Support

OFFICE BASE: Edinburgh / home working

SALARY: Based on experience

Job Purpose

As a Commsworld Network Support engineer, you will be responsible for maintaining the Managed Network infrastructure that allow our customers to function and communicate, both internally and externally. Working in a small team you will have a proactive attitude towards debugging and resolving faults as well as strong experience in WAN and LAN support, recognising when to escalate while managing customer expectations and managing the faults process. You will genuinely care about our customer’s experience and be comfortable providing telephone-based support. You should be able to articulate solutions in both a technical and non-technical manner as required.

The ideal candidate will be an enthusiastic, hardworking engineer who is keen to deliver great service, has sound questioning and troubleshooting skills and is keen to learn through personal study and training, both formal and on the job.

Key Responsibilities

As a minimum you may be called upon to undertake all or some of these activities as required:

Providing telephone and ticket-based customer support.
Diagnosing and resolving faults.
Ensuring that customers are updated within agreed SLA's
Maintain accurate records of activity taken throughout the lifecycle of a ticket.
Support the team manager towards continued improvement of team processes.
Flexible and willing to work outside core business hours as and when required.
Be forward thinking and welcome continuous career development.