Technical Support Engineer / 2nd Line Support Analyst - Network

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Job Title: Technical Support Engineer

Location: Cambridge

Salary: £22,000 - £27,000 per annum

Job Type: Full Time, Permanent

Are you a Technical Support Engineer with strong networking & customer service skills looking for a role where you can make a big impact? Working with an exciting and diverse client base you will be providing high quality 2nd line support, taking ownership of customer issues and seeing them through to resolution.

About the Company

This Company has been working with their customers to make sure that their Connectivity, Hosting and Telephony needs never stand in the way of them achieving their goals. The two founders, Andrew and Daniel, have created a company with staff that work together, learn from each other and support each other through all levels of the company. They encourage autonomy, self-development and give you a friendly and supportive environment to work in to allow you to provide the very best levels of support, advice and partnership with our customers.

The role

Provide 2nd line escalated support to Network, Hosting and Telephony clients

Mentor the 1st line support functions, continuously increasing their capability

Provide clear and prompt communication with clients at all times

Diagnose and troubleshoot technical issues

Ensure all issues are logged in the ticketing system properly

Ensure all operational documentation is kept up to date

Working predominantly from the office in Cambridge but on occasion providing on-site support to clients within the UK

What we need from you

Excellent networking skills, preferably within a service provider environment, with a solid understanding of MPLS/BGP core networking and associated technologies.

Demonstrable experience with QoS solutions and traffic shaping

Demonstrable experience with Remote Access and Site-to-Site VPNs

What we would also like to see

Mikrotik ROS knowledge

VoIP experience

Experience with Wireless Network Systems

Experience supporting cloud infrastructure and services

What's in it for you?

This company is a family - a friendly bunch with passion and ambition that thrives on teamwork, learning & development

Opportunities to gain technical knowledge with professional qualifications, with exam bonuses, and the chance to work on some interesting projects

Genuine Progression prospects into any area of the business - there are some diverse IT work going on so you can find your niche

25 days holiday, increasing every 2 years you work with the team

Company socials - there's been everything from the Crystal Maze, Cambridge Lockhouse to BBQs and dinners

Good location in the heart of the ever-expanding tech centre in Cambridge with free parking or a short walk to Cambridge North station

If this role sounds like a fit for you, please click the APPLY button to send your CV & Cover Letter for this role.

Candidates with experience of: IT Services, IT Desk Support, IT 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line Support Engineer, IT Helpdesk Support, Helpdesk Support Technician, Helpdesk Analyst, IT Customer Support Specialist, IT Support Engineer, IT Desktop Support, 2nd Line Support, Support Technician, Network Engineer, Network Project Engineer, IT Network Engineer, CCIE, CCNA, CCNP, Change Management, Network Solutions Engineer, IT Network Support Engineer, VMWare or Microsoft Servers will also be considered for this role.