Network Support Engineer

We are looking for an Network Support Engineer with a strong technical background and passion for problem solving.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work.

Our ideal candidate would be an experienced engineer, who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand. Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assist you to diagnose and fix customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

What you will be doing

• Provide remote network support, diagnosing and resolving incidents and service requests relating to:
• Network connectivity and performance issues
• Firewall management, including rule changes, security policies and VPN configuration across multiple vendors such as FortiGate, Sophos and Check Point
• Network fault diagnosis and resolution, including switching, wireless access points and configuration changes
• Layer 2 switching issues, including VLAN configuration and spanning tree troubleshooting across vendors such as Cisco, Extreme and UniFi
• Act as the technical lead for customers during service changes, incident recovery and restoration activities.
• Build and maintain strong working relationships with teams across Aspire, collaborating effectively to deliver customer outcomes.
• Manage incidents and service requests in line with agreed SLAs, effectively prioritising workload while handling multiple concurrent issues in accordance with established processes and best practices.
• Contribute to continual service improvement by identifying opportunities to enhance efficiency, quality and personal professional development.

You will suit the role if you have

• Experience working in multi-vendor network environments e.g. Fortinet, Cisco, Palo Alto, Check Point or Aruba technologies.
• Previous experience in an ISP, MSP or similar network support environment.
• Exposure to ISP-grade connectivity, including Dedicated Internet Access (DIA), Ethernet services, and Layer 2 / Layer 3 networking.
• Strong understanding of routing (BGP, OSPF), switching (VLANs, STP) and wireless networking, with the ability to troubleshoot end-to-end solutions.
• Excellent communication skills, with the ability to clearly explain technical concepts to both technical and non-technical stakeholders.
• A customer-focused approach, with strong ownership, analytical thinking and problem-solving skills.
• Hands-on experience with FortiGate, FortiManager or FortiAnalyzer, as well as associated infrastructure such as switches and wireless access points.
• Fortinet NSE certifications (NSE 4, 5, 6 or 7) are highly desirable.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary

£30,000 to £40,000 per annum (depending on experience)

Benefits

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can!

• Travel benefits including free parking, subsidized travel passes and much more!
• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes

Location and Working Arrangements

You will be based at Aspire’s Gateshead Head Office, with travel as required.

Hours of Work

Full time (37.5 hours per week), Monday to Friday

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

Interview Process

We generally conduct interviews in three stages, lasting approximately 2-3 weeks, depending on everyone’s calendars.

• Shortlisted candidates will be invited to a pre-screening call via Teams to discuss your experience and what you’re looking for in your next role.
• Successful candidates will be invited to an interview with the Hiring Manager.
• If successful in an interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).