Network Support Engineer

About Us

We are the UK network service provider making digital infrastructure simple.

Whether indoors or outdoors, we make sure our customers can always connect their customers. We bring together mobile operators, central and local government, and real estate providers to work together in new ways using: Collaborative commercial models, combined real-estate and telecoms know-how, and global best practice.

We have 6000+ mast site locations, have connected 2000+ buildings and support 200+ outdoor networks. And our managed sites include some of the biggest, most challenging wireless environments in the UK, including railway stations, Canary Wharf, City of London and events like the London Olympics.

The Role

We are looking for a Network Support Engineer to join our Operational Support Team, currently managing and maintaining wired & wireless private mobile networks. This role is responsible for providing technical support, managing ITSM Incident resolutions, hardware configurations, and technical administration databases to ensure the smooth operation of our network infrastructure with a focus on SLA achievement and network availability targets.

Requirements

Key Responsibilities

• Working with the wider support teams and remote field engineers in fault finding and resolution of issues across our deployed networks.
• Configuration of equipment including wireless controllers, switches and routers.
• Ensuring all faults are tracked, documented and resolved according to our customer SLAs, operational and business targets.
• Ensure documentation in the form of site records, processes and procedures are maintained in our Business Systems and CMDB.
• Remote Support and management of onsite field engineers.
• Onsite investigation and replacement of core network equipment and testing will be a requirement.
• Reacting to alerts from Network Monitoring Systems and pro-active management of the offshore service management team for escalations and 3rd line incident management.
• Provide technical support to internal and external clients, addressing network-related issues promptly and efficiently.
• Support our outsourced service suppliers and act as point of contact for all network related issues to ensure efficiency in the IPCM process.
• Manage and maintain network configurations, ensuring optimal performance and security.
• Collaborate with vendor and external service support team members to resolve complex technical issues.
• Ensure compliance with ITIL processes and best practices in all support activities.

Essential Role Requirements & Skillset

• Proven experience in Mobile Telco/IT technical support and network concepts e.g. ITIL Foundation
• Experience with BBU controllers and Core Network Switching particularly Cisco, Meraki, Rukus, Nexus, Juniper and Ubiquiti UniFi products.
• Strong understanding of configuration management principles.
• Experience within 4G and 5G and wireless mobile networks
• Experience in technical database administration and related tasks.
• Strong communication skills, with the ability to explain technical concepts to non-technical users to communicate technical information clearly and effectively.
• Self-driven with the ability to work independently as well as collaboratively part of a team.
• Proficiency in using IT systems and software for documentation and database management e.g. ITSM Tools, ServiceNow, Remedy, Configuration Management tools (CMDB), CRM Systems.
• Previous experience in a similar role

Qualifications and Training:

• Cisco Certified Network Associate (CCNA).
• ITIL Foundation certification.
• A full UK Driving licence would be beneficial

Benefits

• Competitve salary
• 25 days holiday which increases after 5 years service (1 day per year until 30 days)
• Group Personal Pension

• Life Assurance
• Income Protection Insurance
• Private Medical Insurance (PMI)
• Employee Assistance Programme
• Cycle-to-Work Scheme

And that’s just the beginning! We also provide:

• Free barista coffee at our Farringdon head office every morning
• Free gym onsite for employees including exercise classes at our Farringdon head office
• Rooftop picnic area at our Farringdon head office
• Quarterly recognition rewards
• Free Eye Tests
• Flu vaccine vouchers

We’re pleased to have been certified by Great Place to Work 🎉. 82% of our people think it’s a great place to work compared to 54% of employees at a typical UK-based company. You can check out our Great Place to Work profile here:

Our Values

Our values are what set us apart from the rest. They are what enable us to bring assured connectivity wherever it’s needed. We use these values to inform everything we do and the way we act as professionals – think of them as what’s important to us collectively, as well as how we prefer to work.

The successful candidate will be aligned with our company commitments:

• Engineering excellence: we’re engineering experts and the quality of our output is second to none
• Do the right thing: we’re neutral in our position, doing what’s best for our people, our partners, our customers, society and the environment
• Set the pace: we act quickly and work efficiently, setting the pace for our projects and industry standards

Sustainability and CSR:

We implement environmental, social, and corporate governance:

• Innovate for Impact : We pride ourselves on many industry firsts, driven by both technical and commercial innovation. From access to assured connectivity indoors in hospitals to smarter cities, we’ll continue to improve access to connectivity where it matters most.
• A thriving workforce: We’re nimble and fast-growing and our success relies on diverse talent from a range of backgrounds. From this running start in an industry with known diversity challenges, we’re putting structure and focus around our diversity, equity and inclusion efforts.
• Embracing Net Zero: This year we’ve baselined our carbon footprint. We choose to include key measures for the future like waste management and will be focused on our supply chain. You can read more about our targets in our Carbon Reduction Plan here.

Diversity, Equity, Inclusion, and Belonging:

Here at Freshwave, we are dedicated to making our recruitment process as inclusive as possible, and aim to do everything we can to make you feel comfortable and supported throughout. We recognise that applying for a new job can be daunting, so please let us know if there is anything we can do to enable you to be yourself, and we will look to provide any reasonable adjustments to support all applicants.