2nd Line Network Support Engineer

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!  

Our mission: To deliver technology like no other!

About the role

We are looking for a 2nd Line Network Support Engineer with a strong technical background and passion for problem solving.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work.

Our ideal candidate would be an experienced engineer who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand. Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assists you to diagnose and fix customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

What you will be doing

Providing day-to-day IT support for a large and diverse customer base through remote diagnosis, troubleshooting and resolving tickets in relation to issues with the following:

Implement and manage firewall configuration, including rule updates, security policies, and VPN setups on multiple vendors such as FortiGate, Sophos and Checkpoint.

Diagnose and fix wireless network issues including interference, coverage problems, and authentication failures.

Troubleshoot and resolve Layer 2 switching issues including VLAN configuration and spanning tree problems across vendors such as Cisco, Extreme, Unifi.

Developing and maintaining strong working relationships with the Networks Team and other key stakeholders and teams across Aspire.

Working to SLA’s for incidents and requests, prioritising and managing workload effectively, managing several open Incidents and requests whilst following existing procedures and best practices.

Support continual improvement by identifying opportunities for improvement and efficiency including automation of manual processes.

You will suit the role if you have any of the following

Good communication and documentation skills

Understanding of working with Cisco routers and switches

Experience working with firewalls (e.g. Cisco ASA / Palo Alto / Fortinet etc.)

Understanding of IP routing protocols (OSPF and BGP etc.)

Working towards or completion of CCNA / Obtained CCNA

Working towards or completion of Fortinet Certified Professional (FCP) / Obtained FCP

Working knowledge of Extreme, UniFi, Meraki WiFi Solutions

An understanding of Service Desk operations, a qualification within the ITIL framework and experience using Halo, or another ITSM tool would be useful.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary

Up to £44,000 per annum (depending on experience)

Benefits

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can!

Travel benefits including free parking, subsidized travel passes and much more!

Health Cash Plan

Cycle to Work Scheme

Network Benefits

Employee Assistance Program

Enhanced Annual Leave Entitlement (increasing with length of service)

Enhanced Maternity, Paternity and Parental Schemes

Enhanced Pension Scheme

Tech Purchase Scheme

Electric Vehicle Salary Sacrifice Scheme

Employee referral scheme

New business referral scheme

Discounted Gym Membership

Life Assurance and Critical Illness cover

Location and Working Arrangements

You will be based at Aspire’s Gateshead Head Office, with travel as required.

Hours of Work

Full time (37.5 hours per week), Monday to Friday

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

Interview Process

We generally conduct interviews in three stages, lasting approximately 2-3 weeks, depending on everyone’s calendars.

Shortlisted candidates will be invited to a pre-screening call via Teams to discuss your experience and what you’re looking for in your next role.

Successful candidates will be invited to an interview with the Hiring Manager.

If successful in an interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).

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