Support Engineer (Network Specialism)

Support Engineer with a Networking focus

Cardiff

Are you an IT Support Engineer who has a particular interest in learning more about networking? In this role, you will provide technical support, troubleshoot network issues, ensure network security, and handle 1st line duties like laptop builds and end-user support. Experience with Fortinet products is a plus but not required.

Key Responsibilities

• Technical Support:

  • Provide first and second-level technical support for network issues.
  • Troubleshoot and resolve network problems promptly.
  • Escalate complex issues when necessary.

• Network Administration:

  • Monitor and maintain network infrastructure.
  • Configure and manage firewalls, switches, and routers.
  • Implement network changes and updates.

• Security Management:

  • Ensure network security with appropriate solutions.
  • Monitor for security breaches and respond as needed.
  • Conduct regular security assessments.

• 1st Line Support:

  • Build, configure, and deploy laptops for users.
  • Provide end-user support for hardware, software, and connectivity.
  • Maintain IT equipment inventory.

• Documentation and Reporting:

  • Maintain accurate records of network configurations and issues.
  • Prepare reports on network performance and incidents.
  • Document network policies and procedures.

• Customer Service:

  • Provide excellent customer service and technical support.
  • Communicate technical information clearly to non-technical users.
  • Maintain professionalism and customer satisfaction.

Skills and Qualifications

• Education:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

• Certifications:

  • Fortinet NSE, CompTIA Network+, CCNA are advantageous.

• Experience:

  • Minimum of 2 years in a network support or service desk role.
  • Experience with Fortinet products is a HUGE plus.
  • Hands-on experience with network products and technologies.
  • Experience in 1st line support including laptop builds and end-user support.

• Technical Skills:

  • Knowledge of network protocols, routing, and switching.
  • Strong understanding of network security principles.
  • Ability to troubleshoot network issues.
  • Proficiency in Windows and Mac OS, and office applications.

• Soft Skills:

  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and in a team.
  • High attention to detail and accuracy.

Work Environment

• Hours: Full-time, may require occasional after-hours or weekend support.
• Hybrid Working: 3 days in the office per week mandatory.