Line 1 network support engineer

1st Line Network Engineer Location: Manchester Working style: 4 days per week in the office for day shifts Hours: 40 hours per week, shifts on a 24-hour rota – includes weekdays, nights and weekends (overtime usually available) Salary: £25,300 - £27,500 DOE About M247 We’re so proud of the people and team at M247; our success and growth are a real joint effort. The key to our amazing team is simple – we focus on recruiting the best person for the job. We then create opportunities and equip you with the skills you need to build a successful career. Our vision is for M247 to be the digital growth and innovation partner of choice. Underpinned by our heritage in connectivity and unified communications (UC) and advanced by our passion for cloud and application-based innovation, we enable our customers to grow and compete in the digital era. Every single person at M247 has a part to play in our future success, so we look forward to your application and hopefully welcoming you into our team! Position: The role In this exciting, customer-facing role of 1st Line Network Engineer you’ll be a key point of contact for customer faults relating to the connectivity product portfolios, whilst providing break/fix and managed service activities across a portfolio of high-end managed connectivity products with our managed connectivity solutions customers. As the ideal candidate, you’ll have proven experience in a similar 1st Line Network Engineer role, with the ability to communicate at both a technical and management level through telephone calls, ticketing system and email. As part of an ever-expanding team, this is an ideal opportunity for a driven individual to take the next step in their career. Key responsibilities include but are not limited to: You’ll work as part of a team to deliver customer SLAs, concentrating on M247s connectivity solutions customers, and pro-actively undertake fault trend analysis in relation to our in-life services to ensure they remain fit for purpose and adequately meet our client’s needs. You’ll provide a specialist dedicated escalation route for issues experienced by our customer base, whilst offering ad-hoc and formal support across the service desk to ensure that technical skills are shared with colleagues and an exceptional customer experience. You’ll collaborate with all relevant departments in the event of a major service outage, from undertaking emergency fault diagnostics to resolution. You’ll assist customers with change requests, proactively monitor their connectivity solutions to ensure events are captured and resolved before they become an incident, identify difficult fault-related problems, suggest actions to limit damage and provide restoration of services. You’ll be included in the 24/7 rota. Requirements: Key personal skills needed: Excellent communication skills Confident on the telephone IT competent Key technical skills needed: Proven as a 1st Line Network Engineer with an ISP or similar. Managed and debugged connectivity solutions provided over DSL/FTTC and Fibre. An understanding of BGP, VRFs HSRP. The ability to create and support VPNs. Understanding of Cisco IOS. Be passionate about customer satisfaction through excellent service. Enthusiastic to learn and develop within networking. Cisco CCNA qualification desirable Knowledge of Cisco Meraki desirable Knowledge of Fortinet products desirable Other information: Your package and perks In recognition of your hard work, you’ll be entitled to 25 days holiday + bank holidays with purchasing scheme available, Healthcare Cash Plan and PERKS, Company Life Assurance, 3% company Pension contribution, Enhanced Paternal Leave, Employee Assistance Programme, a challenging and learning focused work environment, plus more. All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status, or any other factor will be treated equally and fairly in the application process. #HP