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2nd Line Network Support Engineer

Network Support Engineer


EuroBpo is on the look for a 2nd Line Network Support Engineer – Day shifts only!

We’re looking for ambitious and career-driven individuals to join our organisation!

Our client is the fastest growing Internet Service Provider in London, providing bespoke Cloud and Connectivity solutions exclusively to the UK wholesale market.

If you would like to see yourself working as part of a fast growing international organization, where you will gain valuable Technical Experience, together with unrivaled exposure to UK and international companies, then this job position is for you.

Here are the requirements:

Main Purpose of Role:
► Ensure our customers are provided with excellent technical support for all active services
► Manage Cases relating to faults, changes or requests from Partners to meet the SLA commitments.

Core Tasks:
► To monitor and maintain network and associated system hardware and software.
► Manage Case queues, System Faults, Change Requests, Data-Centre Access and Information Requests
► To use the Salesforce ticketing software to log calls and e-mails from Partners
► Refer faults to upstream global Service Providers and chase them effectively to ensure satisfactory outcome in shortest timescale possible

► Building and configuring core and customer site devices


Additional Responsibilities:
► Work with the Team Leader, Service Desk Manager and the Head of Network Operations to ensure a high-quality level of support and monitoring

► Work with carrier partners and suppliers to define efficient methods for identifying and resolving faults over the services Virtual1 takes from them
► Proactively work with the Service Management Team to ensure customer complaints relating to service performance are kept to a minimum

Role Requirements:
► Self-motivated; good time-keeping and customer-value work ethic.

► Able to quickly accommodate to new environment and new technologies
► Working knowledge of Wide-Area networking technologies, topologies and routing protocols
► Strong analytical and trouble-shooting skills; gathers evidence, investigates solutions, considers implications for the business, goal-orientated
► Takes pride in achieving best mutual outcome
► Builds long-term relationships both internally and externally across different cultures
► Establish creditability with Customers and Partners using appropriate interpersonal styles and communication methods
► Good organizational and communication skills, both written and verbal

Knowledge & Experience:
► Strong background in Telecommunica:tion environment
► Able to demonstrate knowledge of networking topologies and routing protocols
► Confident in the levels of the OSI model and how it relates to MPLS and VPLS
► Process and Teamwork oriented approach with both internal and external customers
Academic & Professional Qualifications
► Cisco or Juniper accreditation to at least CCNA or JNCIA level

Travel Requirements:
► Travel within the UK may be required on occasion


Performance Indicators
►    Customer satisfaction and positive feedback

►    A Service Manager’s satisfaction regarding Partner’s issues

►    A well-documented library of Support process and procedure

►    Well documented Cases with record of effective, pro-active dialogue with Partners

►    Open ticket count kept to a minimum

►    Change requests completion by volume and accuracy

Staff Benefits
►    20 days holiday

►    Healthcare

►    Full NET salary agreement

►    Position salary : TBA

Note to all applicants: this job position includes working on day shifts only!

If you are interested in applying, we invite you to send us your recent Curriculum Vitae to indicating the position for which you are applying (e.g 2nd Line Support Engineer/fb).