1st Line Network Engineer

Are you passionate about IT and providing excellent customer service?

Join us as a 1st Line Network Engineer at a vibrant IT Service Provider! In this role, you’ll be the first point of contact in our Intercity Secure Operations Centre, delivering essential First Line services to key customers.

The ideal candidate will have experience in a technical helpdesk environment and strong communication skills. Occasionally, the role may require out-of-hours work at agreed overtime rates. We offer full training on Core Intercity Products and a Team Leader will help plan your career progression and necessary training.

As a 1st Line Network Engineer, you’ll be responsible for:

This will include but is not limited to:

• First Line Support: Provide first contact telephone and email reception in support of ISOC delivered services.
• Triage Procedures: Follow agreed triage, incident & service request procedures in accordance with prescribed standards & service levels.
• Ticketing System: Utilise and manage Intercity ticketing system and other third-party systems while fulfilling service requirements.
• Reports: To assist in preparing internal and/or customer facing reports.
• Service Quality: Recommend improvements to Intercity services and service quality.
• Vendor Champion: Become an Intercity champion for key vendor solutions. This includes but not limited to Checkpoint and Cyglass.
• Customer Satisfaction: Contribute to highest levels of prospect and customer satisfaction.

Key Skills and Experience:

• A minimum of one year’s recent experience working in a technical help desk or IT service desk role.
• Be familiar with key IT concepts and commonly used terminology.
• Previous, recent ITIL experience desirable.
• Previous, recent Customer Service training desirable.
• Previous, recent shift working, including unsociable hours, desirable

What we can offer you:

• 23 days holiday and a day off for your birthday (plus 8 days holiday in lieu of bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days
• Annual pay review
• Holiday Buy Scheme
• All-company bonus scheme
• Death in service cover
• Employee assistance programme
• Company pension
• Active social calendar
• Strong focus on developing our people

If you feel you have the skills and experience to become our new 1st Line Network Engineer, then please click ‘apply for this job’ today.

Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise and dedication to deliver extraordinary results for businesses. 

Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far: 

• Customer Net Promoter Score of +85 
• Gold Award Investors in People Accreditation  
• 3-star “World Class” Best Companies accreditation, and for 2022 and 2023:
• The no. 1 best telecoms company to work for 
• The 9^th best company to work for in the Midlands 
• The 34^th best large company to work for in the UK 
• Platinum Eco Vadis rating

We select candidates with the right skills, experience and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to preemployment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.