Highly Skilled Network Support Specialist
2 weeks ago
We are seeking a highly skilled Network Support Specialist to join our team. This is a fantastic opportunity for someone who is passionate about providing exceptional technical support and has a strong background in networking.
Job SummaryThe successful candidate will be responsible for handling complex technical issues related to network services, internet connectivity, hardware, and customer setups. They will work closely with our first line support team to resolve issues efficiently and effectively.
Key Responsibilities- Provide in-depth technical troubleshooting for escalated incidents related to network services, internet connectivity, hardware, and customer setups.
- Handle and manage technical issues escalated by the first line support team, ensuring accurate diagnoses, timely resolution, and effective communication throughout the process.
- Use advanced monitoring tools to identify, diagnose, and proactively resolve issues across the infrastructure, including WAN, LAN, DNS, DHCP, and VoIP services.
- Liaise with third-party providers to resolve more complex issues and escalate service outages as necessary.
- Assist in the configuration and troubleshooting of networking equipment (routers, firewalls), IP address management, and VPN setups.
- Maintain clear and professional communication with customers regarding escalated issues, providing regular updates, and managing expectations on resolution timescales.
- Document advanced troubleshooting processes, configurations, and fixes for future reference and to enhance the first line team's knowledge base.
To succeed in this role, you will need:
- A minimum 2-3 years of experience in a technical support or network engineering role, preferably within an ISP or telecommunications environment.
- Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
- Strong understanding of internet services, networking hardware, and common operating systems.
- Excellent communication skills, both verbal and written.
- Strong interpersonal skills with a customer-centric attitude.
- Patience and empathy when dealing with frustrated or non-technical customers.
- An analytical mindset with the ability to think critically and resolve issues efficiently.
We offer a competitive salary of up to £27,500 per annum, depending on experience. Our benefits package includes:
- Up to 25 days holiday per year plus Bank Holidays.
- Wellbeing day.
- Hybrid working.
- Company events.
- Company pension - 5% employer contribution.
- Referral programme.
- Contractual sick pay.
- Employee Assistance Programme.
- Contractual maternity and paternity pay.
- Health Cash Plan.
- Non-work related training allowance.
- Volunteering day.
- Day off for your birthday.
Talk Straight Ltd is a leading provider of web filtering, safeguarding, and security software for schools and multi-academy trusts. We are committed to protecting organisations against advanced cyber-attacks and keeping school children safe online. With steady year-on-year growth since our inception in 2007, we are a rapidly growing company with a talent pool of over 60 employees who we place at the centre of our success.
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