Network Service Desk Engineer

Join our growing Network Service Team, supporting UK-wide enterprise customers.

Job Title:             Network Service Desk Engineer

Salary:                 £29,000

Location:            Ideally Shoreham-by-Sea but can be Remote UK

The Focus Enterprise team delivers complex and bespoke technical solutions for Focus Group’s large customers, as part of Focus Group’s major customer revenue stream.

The Service Desk Engineer provides proactive and reactive post-installation technical support directly to our valued customers.

You will contribute to the delivery and achieved outcome of our Service Desk across the portfolio of Enterprise customers, making sure that services are being seamlessly delivered.

This is an entry level position that will provide the successful applicant the opportunity to learn, hands on, a wide variety of technologies and skills with some of the top vendors in the industry.

Principal Responsibilities/Duties

• Build and maintain strong customer relationships and improve Services to maintain customer satisfaction and retention. 
• Own the resolution of all reactive tickets passing through your personal queue in the Enterprise support Incident management system.  
• Implement and deliver all assigned proactive tasks as identified by the Service Delivery Operations Manager and in Service Descriptions.
• Centralise technical support for Field Engineers when requested (providing technical support for onsite incidents and problems, prestaging, configuration of cloud elements etc).
• Provide escalation to other lines of support group wide (eg 1st and 2nd line Telco, IT Support), gathering information and demonstrating excellent troubleshooting acumen.
• Assist in the creation and delivery of local support processes (reactive alerting mechanisms, proactive scheduling systems, database management, spares holdings, lab builds, escalations etc).
• Complete out of hours support as part of the on-call rota.

Essential Skills & Experience

• Have a sound understanding of networking and cyber security concepts (LAN, WLAN, WAN, Firewalls)
• Adopt a continuous learning mentality and maintain up to date working knowledge of Enterprise portfolio.
• Attain and maintain appropriate certifications across the Enterprise portfolio.
• Be independently motivated and a solid team player. 
• Communicate natively and fluently (in English), orally and in writing, and present complex information to both technical and non-technical audience (internal and external). 
• Be punctual and responsible with excellent time management.
• Possess the ability to grasp technical concepts from the perspective of ensuring successful Service Delivery. 
• Be resilient and highly results oriented.
• Show ability to work in a fast-paced deployment and operational services environment.
• Work collaboratively to achieve results within agreed timeframes. 
• Be commercially and financially astute.
• Be able to work flexibly when needed onsite with clients, home or from the office. 

Desirable Skills

• Have worked in a similar position, or as a trainee or have demonstrable knowledge in Technical Service Delivery (networking, security and cloud).
• Have exposure to some of the following vendors (Cisco, Meraki, Fortinet, Microsoft, Palo Alto, ZScaler or CloudFlare).
• Entry level vendor or general certifications ( e.g CCNA, CompTIA Network, Security)
• Certification or demonstrable experience working within ITIL methodologies.
• Demonstrate experience in managing third party suppliers within budget and agreed SLAs.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.