Service Assurance Engineer

What’s in it for you?

• 20% shift allowance on top of your basic salary.
• Flexible benefits package including pension, healthcare, dental and insurance.
• Discounted gym memberships and app-supported benefits.
• Ongoing technical training and plenty of opportunities for personal development.
• Exposure to a varied range of technologies and managed services.
• Opportunities to develop your technical skills and progress your IT career.
• A predominantly remote working arrangement, with occasional office visits.
• The opportunity to make the most of your annual leave with a shift-based working pattern.

Must have’s

• Experience in an ISP, managed services or telecoms environment.
• Previous experience in 2nd Line Support or as a strong IT Support Engineer.
• Good foundational knowledge of IT infrastructure and networking.
• Understanding of ITIL processes and customer support.
• Strong troubleshooting and problem-solving skills.
• Understanding of TCP/IP, DNS, firewalls and VPNs.
• Knowledge of broadband, leased lines and Cisco networking.
• Familiarity with Windows Server and some Linux environments.
• Excellent communication skills and the ability to manage competing priorities.
• A relevant technical qualification or industry certification.

Nice to have’s

• Exposure to Microsoft Azure and cloud infrastructure.
• Knowledge of Veeam backup solutions.
• Experience with MPLS and load balancing.
• Hardware troubleshooting experience.
• An interest in home labs, servers and developing technical skills outside of work.

So, what will you be doing?

• Monitor systems and respond to alerts within agreed timescales.
• Investigate, troubleshoot and resolve technical incidents.
• Provide telephone and ticket-based customer support.
• Help maintain 24/7 service cover as part of a shift-based team.
• Take ownership of customer issues and provide regular updates.
• Log, manage and update tickets, escalating where necessary.
• Support Windows and Linux hosting environments.
• Troubleshoot networking issues across broadband and leased line services.
• Liaise with engineering teams and third-party suppliers to resolve incidents.
• Support hardware repairs, planned changes and out-of-hours activities.
• Maintain technical documentation and contribute to service improvements.
• Continuously develop your technical knowledge across a broad range of technologies.

Interested? Send your CV to i2i Recruitment today!
Our mission of ‘Making Recruitment Personal’ also means making recruitment fair. As a result, we are committed to reviewing every application with a sense of diversity and inclusion. We strive to personally connect with each applicant, but due to the number of applications we receive, this is not always possible. We will still aim to update you on your application, regardless of if it’s successful.