Network Support Engineer

at  Freshwave Group

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.

EXPERIENCE

• Knowledge of major networking protocols around OSI model specifically for configuration, commissioning, testing, and fault finding
• Knowledge of a wide range of network equipment vendors, including wireless controllers, switches, access points & routers from different vendors such as Ruckus Wireless (Virtual Smartzone, Zone Director, L2 Switching), MikroTik, Aruba/HP, Cisco, Meraki.
• Experience of working within a fast-paced support environment, including ticketing systems and remote teams
• Customer Facing Service Desk experience.
• A good level of Microsoft suite skills including Word, Visio and Excel.

THE ROLE

We are seeking a Network Support Engineer to join our Support team to work across all wired, wireless, private mobile networks and all other mobile Technologies. You will be required work on all supported products and services, including updating documentation, ensure you are up to date with the latest technologies and ensuring you assist the team in meeting any SLAs set.
The working week will be extremely varied, from possibly visiting sites and using your expertise to investigate issues or working remotely on tasks from new system setup through to fault diagnosis and resolution.
The role will involve working individually, in a small team and alongside MNOs, 3rd party suppliers and vendors.

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, access points & routers, mobile Cells
• Ensuring all faults are tracked, documented and resolved according to our customer SLAs.
• Ensure documentation in form of site records, processes and procedures are maintained in our Business Systems and SharePoint
• Supporting system change requests, router builds, ISP line migration, SSID deployments, switch configurations and LAN adoptions.
• Providing support and technical explanation to both onsite management/staff and their guests/customers.
• Ensuring clear communications between Freshwave engineers, 3rd party engineers and other departments.
• Remote Support / Testing for onsite deployment Engineers.
• Occasional onsite investigation/replacement of equipment or testing may be required.
• Reacting to alerts from Network Monitoring Systems and pro-active monitoring of the NOC.

HEALTH AND SAFETY RESPONSIBILITIES

• Take reasonable care of the health and safety of yourself and others who may be affected by your work.
• Properly use and not interfere with anything provided to safeguard your health and safety.
• Cooperate with supervisors and managers on health and safety matters.
• Report all health and safety concerns to an appropriate person.
• Ensure that risk assessments are current and effective.
• Ensure employees are working in accordance with safe systems of work.
• Ensure the workplace is kept clean and tidy and free of obstructions.
• Ensure adequate supplies of personal protective equipment (PPE) are available.Ensure accidents and near issues are reported and properly investigated.