Network Support Specialist

3 days ago

Bristol, Bristol, United Kingdom Ballantyne Technology Associates Ltd Full time
Technical Support Engineer

We are seeking a highly skilled Technical Support Engineer to join our team at Ballantyne Technology Associates Ltd. As a key member of our network support team, you will be responsible for providing expert technical assistance to our clients and end-users, troubleshooting network issues, and resolving them promptly.

Key Responsibilities:
  • Provide technical support: Offer expert assistance to end-users and clients, troubleshooting network issues, and resolving them promptly.
  • Customer service excellence: Maintain a high level of customer service for all support queries, adhering strictly to service management principles.
  • Certification and development: Actively participate in Juniper's certification path and Champion Program to enhance skills and knowledge.
  • Network monitoring and troubleshooting: Continuously monitor network performance and swiftly address issues to ensure optimal reliability and efficiency.
  • Security monitoring: Analyse and prioritise security alerts, performing initial steps of SOC playbooks with guidance from the Security team.
  • Network upgrades: Participate in network upgrades and migrations, ensuring minimal disruption to services.
  • Problem ownership: Take full responsibility for user problems, proactively working to resolve issues.
  • Documentation: Thoroughly document network configurations, changes, and troubleshooting steps for future reference.
  • Continuous learning: Stay updated on the latest networking technologies, certifications, and industry best practices.
  • Onsite engineer management: Direct and manage onsite engineers to effectively resolve reported customer issues.
  • Vendor liaison: Coordinate with upstream vendors as needed to resolve vendor-related issues.
  • SLA monitoring: Track progress against customer SLAs to ensure service levels are consistently met.
  • On-call availability: Be willing to participate in an on-call rota, including weekends and bank holidays, to ensure continuous support.
Requirements:
  • CCNA, JNCIA-Junos, CompTIA Network+ or equivalent.
  • Good understanding of common networking protocols/technologies such as Ethernet, TCP/IP, OSPF, IPSEC, DNS, DHCP and Wi-Fi.
  • Experience with network monitoring and diagnostic tools.
  • Hands-on experience with network troubleshooting and configuration.

This is an excellent opportunity to join a reputable employer who rewards their teams generously through the profit-share scheme. We welcome applications from experienced technical support professionals and those looking to make their first move into technology and networks.

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