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Senior Support Engineer vacancy in Swansea (122ww)

This vacancy has now been filled, click here for our current vacancies.
Location: Swansea
Salary: £24 - 30k subject to experience
Vacancy type: Permanent
Sectors: IT/Telecoms
Placed by: Ex-Mil Recruitment
Our Client are a Swansea based company offering the leisure industry nationwide access to Wi-Fi services. Working at the This company will be exciting, fun and rewarding.
Our client is looking for a Senior Support Engineer to join their growing team,

They are currently going through a period of rapid growth and are looking for outstanding talent to join the expanding team. They support employees who want to better themselves and challenge themselves daily.
You will have a high level of ownership and responsibility of your work and you will be a respected member of the team.

Role: Senior Support Engineer
Mid-management role acting as the senior member of a small team of support technicians and apprentices, providing industry-leading customer services and network support/maintenance to our customers and their end users.

Location: Possible WFH role - To be discussed at interview/Occasional travel to Swansea Head Office or if local based at Head office
Reporting to: Operations Manager
Salary: £24 - 30k subject to experience
Working Hours: Permanent, Full time - 40 hrs. per week Mon- Fri

What you’ll be doing - main duties:
General/Senior Role
● Acting as the senior member of a small team, team leading and being their go-to person for advice and support
● Collating data on performance (identifying KPIs against SLAs) to ensure that the team are following agreed processes for ticket management
● Technical leadership to all support team members, addressing areas for improvement and recognising good performance.
● Being the first point of contact before snr managers, dealing with escalations, client complaints, working with your team to ensure complaints are resolved; working with field engineers and projects to learn from escalations in an effort to reduce them.

Customer Services
● Creating and handling tickets from users or operators of our Wi-Fi networks via email, chat, contact forms or phone
● Acknowledging and resolving customer complaints and processing refunds
● Providing advice for getting users connected to our Wi-Fi networks, giving advice on pricing and tariffs, using self-service tools such as whitelist or clear voucher
● Answering questions and provide advice on our products and services to b2c and b2b customers
● Processing orders, forms, payments, and requests or making proceduralised changes to systems and user accounts
● Management of training end users on how to use our Wi-Fi and document findings to help build knowledge base, articles and scripted responses.
● Reporting on help desk performance, customer satisfaction, reviews & SLAs

Technical Support
● Implement basic troubleshooting fixes to resolve customer issues including giving end-user device operation guidance, whitelisting, rebooting network equipment and locating/making changes to customer access credentials.
● Renewal of maintenance contracts or subscriptions for b2b or b2c customers.
● Fulfil change and service requests from site operators relating to customer WLAN service or operation.
● Managing improvements to the customer experience through automation and process improvements.
● Development of scripts and tools where required to aid workflow and efficiency and resolve internal system problems.
● Manage fault tickets, ensuring regular and comprehensive updates whilst working with engineers and field team in fault finding and resolving issues across our networks and keeping customers updated on progress
● Maintaining documentation such as drawings, network diagrams and configurations
● Working on a flexible basis during the peak holiday season and be on-call if required on weekends if required

Network Operations
● Administer, maintain and improve Wireless Network estate (WAN, LAN, WLAN) using monitoring systems and tools to proactively identify, troubleshoot and resolve current and potential issues
● Planning, administration and maintenance of wireless channels and WLAN performance
● Reading and interpreting site survey results from tools and validating WLANs
● Monitor, administer and maintain broadband connectivity and relationships with suppliers
● Configuration and maintenance of guest captive portal and guest access methods and payment gateways
● Keeping internal documentation updated i.e. network topologies, maps and asset registers
● Manage logistics process for break-fix repairs
● Analysing network performance, identifying recurring issues, highlight any trends, identify root causes and implement improvement projects
● Building and configuring of network equipment such as routers, switches, Wi-Fi access points or radio links for subscribers, projects or repairs which includes related logistics process
● Planning and coordinating field engineers or contractors for break-fix activities, projects or new subscriber installs
● Working with engineers and projects to ensure relevant training material and SOPs are regularly created and delivered through training sessions
● Designing, planning and preparing BOMs for network improvements or upgrades
● Planning and undertaking field engineering visits to resolve WAN, LAN and WLAN faults
● Occasional travel within the UK may be required
● Mentoring and organising junior support technicians or technical advisors

What we’re looking for - key skills, experience and qualifications:

● Proficient in customer services and technical support
● Understanding of wired and wireless network architecture, specifically Wi-Fi technologies and associated configuration & installation requirements
● Can demonstrate a good understanding of the configuring and deployment of networking equipment such as switches, wireless access points, broadband routers, network controllers, and POE
● Understanding of network cabling patching & terminating; copper and fibre and basic electrical concepts
● Proficient in troubleshooting networking and connectivity issues with a number of different devices (Smart TVs, smartphones, tablets, laptops)
● Able to use remote support tools such as TeamViewer, SSH, VNC
● Excellent computer skills with working knowledge of desktop processing, spreadsheets and working in a cloud environment
● Possess an understanding of ITIL or similar support desk principles
● 3 years + experience working in a 1st, 2nd and 3rd line network support environment or internet service provider
● 3 years + experience supporting, administering, operating and maintaining wired (LAN) and wireless (WLAN) networks
● 3 years + experience troubleshooting and resolving network problems i.e. IP addressing, DHCP, DNS, VLANS, 802.11x and RADIUS
● Experience of Wireless Point to Point, Point to Multipoint networks
● Experience with working with 3rd party contractors and suppliers
● Experience with configuration, administration and troubleshooting WAN/broadband connectivity Ethernet/Fibre, ADSL, FTTC.
● Experience with reading surveying indoors, outdoors and LoS along with use of network and Wi-Fi survey tools and interpretation of results

● CCNA networking certification
● CWS (CWT/CWNA) Wi-Fi certification
● Foundation degree in Computer Science or related subject
● Prior experience in a team leader role
● Experience operating or administrating Cambium or Ubiquiti wireless equipment an advantage
● Working knowledge of Linux, scripting, automation and databases i.e. Python, PHP, SQL) and experience with designing workflows
Person Skills:
● Strong leadership skills
● Excellent customer service and care
● Organised and focussed on delivering an exceptional customer experience
● Excellent analytical and problem-solving skills, with strong attention to detail even when working under pressure
● Strong communicator in order to collaborate successfully with network technicians, suppliers, customers and managers.
● Excellent troubleshooting skills and the ability to quickly evaluate a situation and prioritise correctly
● Confident and articulate with excellent telephone manner
● Enthusiastic, with the drive and determination to succeed
● Proactive and ability to see the gaps in process and fill them!
● Ability create a positive working environment
● Ability to influence the attitudes of others to be the best and succeed
● Commitment to keep up to date with latest technological developments
● Tenacious, with the ability to drive change through an organisation
● 28 days paid holiday including bank holidays plus an additional birthday day
● Opportunity for ongoing training and development
● Company pension scheme
● Free tea, coffee, fruit and snacks for employees and Perkbox perk scheme with discounts and freebies from some of the UK’s biggest brands
● Free broadband to home after 1st years service completed
Specific role benefits:
● Working from home a possibility and can be discussed during interview

For more information, please contact Jean-Claude Hedouin at Ex-Mil Recruitment Ltd on 0333 202 6500 ext 1, or [email protected] or via the website www.ex-mil.co.uk
This vacancy has now been filled, click here for our current vacancies.


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