Role Overview
Start: Immediately
Location: London HQ (Liverpool St.)
Hybrid Working: 2-3 days in the office
You'll be part of the Network Security/Service Desk Operations team at Kerv Connected Cloud. The Connected Cloud team brings together deep expertise in cloud, networking and managed services to help organisations modernise and run their infrastructure with confidence. From data centres to branch networks and cloud platforms, we design secure, automated environments that are built to scale. It's all about creating resilient foundations that keep businesses connected, supported and ready for what's next.
Requirements
We're looking for a Level-1 Triage Network & Security Engineer to join our Service Desk Operations Team. This is an excellent opportunity for someone early in their career to gain hands-on experience across a range of technologies including Routing, SD-WAN, Firewalls, and Internet connectivity. This is a hybrid role with 2 days in our London Office, occasional travel to Kerv sites may be required. We're looking for someone who is customer-focused, professional, proactive, and self-motivated. As a Level-1 Engineer, you'll be the first point of contact for incoming support tickets, triaging incidents and escalating to the relevant technical teams. You'll work closely with colleagues, customers, and third-party providers to maintain service excellence.
Your Part to Play
•Triage incoming service tickets related to network and security infrastructure
•Provide first-line support for incidents and service requests
•Escalate issues to the appropriate technical teams according to SLAs
•Communicate professionally with customers and third-party Internet Service Providers
•Contribute to implementation plans for change requests
•Create and maintain accurate and high-quality technical documentation
•Work flexible shifts as required to meet customer needs
Desired Technical Knowledge
•Basic understanding of networking concepts (Routing, Switching, TCP/IP, DNS, DHCP)
•Exposure to SD-WAN technologies
•Familiarity with Firewall policies, IPS/IDS, Web Filtering
•Routing protocols such as OSPF, BGP, MPLS
•Layer 2/3 Switching
•DDI technologies (DNS/DHCP/IP Address Management)
•Monitoring tools using SNMP or API integrations
•ITSM/ticketing platforms (ServiceNow)
•Basic familiarity with vendors such as: HP Aruba / SilverPeak, Arista / VeloCloud, Juniper Mist, Fortinet, Infoblox, Cisco Meraki, LogicMonitor (Note: vendor training will be provided to close any gaps)
•Methodical and structured approach to troubleshooting
•Ability to write clear and concise technical documentation
•Excellent written and verbal communication skills
•Strong time management and task prioritisation
•Passion for delivering excellent customer service
•Willingness to learn and grow in a fast-paced environment
Benefits
•Private medical insurance
•Pension scheme
•25 days annual leave
•Training and development opportunities
•Employee Assistance Programme
•Sick Pay and life assurance
•Supportive team culture focused on innovation and career growth
