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Senior Support Engineer in Swansea

Job description

Senior Support Engineer 122ww - Swansea - £24 - 30k subject to experience

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 they are 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 (phone number removed) ext 1

Extra information

Education Level
Secondary School
Working hours per week
0 -
Type of Contract
Full Time Jobs
Profession Sub-category
Customer Service
Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

Swansea | Customer Service Jobs | IT Trainee Jobs | Full Time Jobs | Secondary School

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