Role Description

Senior Network Engineer at IT Lab, Manchester

Company Background
IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics. 

We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work. 

A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability. 

An opportunity has arisen for a Senior Network Engineer to join the remote support team in our Manchester office who specialises in Networking.  

The Role
The key deliverables of a Network Engineer are to provide technical support to our clients specifically around the network stack. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as good analytical and technical skills and continually look to improve on this. In addition, they will need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.

Reporting to the Team Leader, the key deliverables of our Network & Security Engineers can be summarised as follows:
  • Excellent communication and interpersonal skills 
  • Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLA’s.
  • Prioritise and manage several tickets at one time.
  • Apply extreme attention to detail.
  • Excellent network troubleshooting skills.
  • Contribute to and improve internal knowledgebase assets.
  • Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
  • Provide prompt and accurate feedback to clients.
  • Direct unresolved issues to senior support service engineer for technical escalation.
  • Maintain data quality and accuracy standards always.

Required skills and capabilities
The ideal candidate will have/be:
  • Demonstrable previous experience in a similar senior level networking role 
  • Comfortable taking and owning technical escalations and seeing them through to resolution   
  • Being a mentor to junior engineers 
  • Ability to help contribute and drive the improvement of services and technologies supported 
  • Ability to demonstrate expertise in the below technologies: 
    • Firewalls
      • FortiGate (Strong skills are essential) 
      • SonicWall 
      • Cisco (ASA, IOS) (Strong skills are essential)
      • Meraki 
    • Switching 
      • Cisco (Strong skills are essential)
      • HP
      • Meraki 
      • Juniper 
      • Layer 2 troubleshooting (Strong skills are essential)
    • Routing 
      • OSPF (Strong skills are essential)
      • BGP (Strong skills are essential)
      • IP SLA (Strong skills are essential)
    • VPN
      • Site to site (Strong skills are essential)
      • Remote access (Strong skills are essential)
      • IKE v1 & v2 (Strong skills are essential)
      • SSL VPN (Strong skills are essential)
    • Wireless
      • Meraki 
      • Aerohive 
      • Cisco 
    • VOIP
      • Hosted voice solutions (Broadsoft) 
      • Troubleshooting QoS issues 
      • Routing and call flows 
      • Certifications 
    • Minimum CCNA 
    • CCNP preferred
    • NSE 4 or similar working experience 
Generic essential individual attributes:
  • Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
  • Take ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally manage them through to resolution or escalation.
  • Ask targeted questions and apply accurate troubleshooting.
  • Contribute fully as an active team member and ensure personal and team objectives are achieved.
  • Collaborate with other teams to maintain standards and functionality.
  • Maintain a professional relationship with clients and peers,
  • Utilise excellent customer service skills and exceed customers’ expectations.
  • Report potential client facing risks.
  • Report customer feedback and potential product request.
  • Maintain personal development plan with line manager.
  • Collaborate with other teams to maintain standards and functionality.
  • Undertake any other tasks as assigned by management.
  • Availability during your shift hours (which may incur shift & desk rotation).
  • Troubleshoot, maintain and support a wide range of systems.
  • Ensure Service level agreements (“SLA’s”) are met

The Package
  • Working hours will be 37.5 hours a week during standard business hours (Monday – Friday, rotational shifts between 7am – 7pm UK time)
  • Package depending on experience
  • 25 days annual leave
  • Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience
  • Continual professional development plans

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.