Senior Servicedesk Engineer
Role: Senior Servicedesk Engineer
About the company
Principle Networks is an award winning and ISO certified Managed Services Provider, delivering specialist IT Services to both Private and Public Sector Enterprises. We deploy and manage software-defined network, security and cloud infrastructure platforms – helping enterprises worldwide to transform legacy infrastructure into modern day services which deliver better protection, more control and agile speed of change.
The business was founded in 2018 by industry specialists Alex Steer and Russell Crowley. The objective was to create a modern MSP which would challenge the traditional Telecoms / VAR hierarchy in the UK.
In less than five years of trading, the business has grown rapidly to a point where it now employs circa 25 in-house staff across the UK, has £5m in annual revenues, and supports enterprises such as Universities Superannuation Scheme, Card Factory Plc, TVS Supply Chain Solutions and the various Public Sector agencies across the UK.
From a people and technology perspective, we don’t operate a traditional office environment and all of our services are cloud based. As a result, all staff are home-based/mobile workers, which in turn opens up a global talent pool and enables us to scale easily into different geographies.
The operations side of the business is a small team of approximately 10 very skilled employees, which includes Cisco CCIEs, CCNPs, Fortinet NSE4s, NSE5s, NSE7s, developers, project managers and senior operations management.
Our goal is to become a globally recognised deployment & services provider for cloud-managed network, security and infrastructure platforms. Due to rapid growth and increase in demand, we’re searching for ambitious, experienced people to join the team and play a key role in driving the business towards its growth objectives.
About the role
Principle Networks is seeking a highly skilled and motivated individual to join our team of 3rd line engineers. The successful
candidate will focus a majority of their time on Servicedesk duties, with the opportunity to get involved with project work. As a successful candidate, you will be liaising with our customers (fellow IT professionals) with complex problems and change requests as we help them co-manage their Network and Security solutions. Engineers will also join an on-call rota to ensure our customers are supported 24/7.
The Ideal Candidate
The ideal candidate will have excellent telephone skills, friendly, well-organised, and have a great rapport with our customers. They will be able to clearly understand a customer's problem, ensure it is logged correctly and resolved within a timely manner.
Key requirements for the role are:
• Minimum CCNP level certification/expertise preferred.
• Strong Layer 2&3 Networking expertise.
• Strong Security Awareness principles and practice.
• Excellent communication skills and willingness to work remotely and on-site with customers.
• The ability to work both autonomously when required, or as part of a close team when collaborating on a wider solution/fault.
• Experience with several of, or all of WAN, LAN, Data Centre switching and Security (Cisco, Aruba, Meraki, Palo Alto,
Fortinet and Zscaler).
• Experience handling, managing and resolving customer support incidents (Ticket Management).
• The ability to liaise effectively with service providers (TalkTalk, Vodafone, GTT etc.).
• Experience of dealing with vendor TAC support services (Cisco TAC/Fortinet/Microsoft etc.).
• Knowledge or understanding of Software Defined Networking and SD-WAN.
• Willingness to learn new technologies and apply to their role.
• Join an on-call rota to ensure our customers are supported 24/7.
• Overtime and OOH work available.
• UK Driving Licence.
Location: Remote working – home based with travel to customer premises where required.
Reporting to: Head of Operations
Salary: £35-45k + benefits (depending on experience)
How to apply
Email: enquiries@principle-networks.com
Call: 03330 124003 (option 2)
How to Apply
Please submit your CV using the form below. Alternatively, feel free to call 03330 124003 (option 2) for more information.