3rd Line Network Engineer

M247 Manchester United Kingdom Customer Service & Operations On site
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Company Description

Line 3 Network Engineer

Location: Manchester, M15 5RL

Working style: On-site 4 days per week

Hours: 40 hours per week, Mon-Fri

Contract: Permanent

Salary: £37,500 - £45,000 DOE

About M247

We’re so proud of the people and team at M247; our success and growth are a real joint effort. The key to our amazing team is simple – we focus on recruiting the best person for the job. We then create opportunities and equip you with the skills you need to build a successful career.

Our vision is for M247 to be the digital growth and innovation partner of choice. Underpinned by our heritage in connectivity and unified communications (UC) and advanced by our passion for cloud and application-based innovation, we enable our customers to grow and compete in the digital era.

Every single person at M247 has a part to play in our future success, so we look forward to your application and hopefully welcoming you into our team!


The role

In this exciting, customer-facing role of Third Line Network Engineer for our Connect Service Desk, you'll provide specialist, hands-on engineering support across various data products from Direct Internet connectivity through to MPLS VPN.

Key responsibilities include but are not limited to:

  • You’ll provide specialist support to M247 customers across a portfolio of high-end managed connectivity products as part of the Connect Service Desk team, through inbound/outbound calls and managing online tickets and emails.
  • You’ll monitor and/or handle queries across ADSL/FTTC, fibre, managed shared and dedicated firewalls (Fortinet), radio and wireless, and DIA and/or MPLS solutions.
  • You’ll collaborate with the wider team to ensure 24/7 monitoring coverage for our customer base, whilst delivering against internal and customer SLAs.
  • You’ll proactively undertake fault trend analysis within our in-life services to ensure they remain fit for purpose, whilst assisting with difficult fault-related problems and suggesting immediate action to limit damage and to provide restoration of services.
  • You’ll proactively monitor connectivity solutions to ensure events are captured and resolved before they become an incident, whilst in the event of a major service outage, liaise with all relevant departments to undertake emergency fault diagnostics to resolution.
  • You’ll support and guide the wider Connect Service Desk team, whilst providing cover in the absence of the Team Leaders.
  • Sharing your knowledge through building and delivering training content in classroom environment sessions, as well as side by side coaching.


Key technical skills needed:

As the ideal candidate, you’ll have proven experience in a similar 3rd Line Network Engineer role, with the ability to communicate at both a technical and management level through telephone calls, face-to-face meetings and email. As part of an ever-expanding team, this is an ideal opportunity for a driven individual to take the next step in your career.

  • Cisco CCNA or similar qualification, with strong MPLS/BGP/OSPF skills and high levels of IP literacy.
  • Managed and debugged connectivity solutions provided over DSL/FTTC and Fibre.
  • Knowledge of Cisco Meraki, firewall security products such as Fortinet and technologies such as HSRP, STP, L2VPN, IOS XE/XR, IPsec/SSL VPN, ether channel, IS-IS would be preferable.
  • Great punctuality and communication, with a commitment to self-development.
  • Passionate about customer satisfaction through excellent service.
  • Excellent planning and problem-solving abilities, with clear decision making.
  • Cisco Service Provider qualifications (CCNA-SP, CCNP-SP) is desirable
  • ITIL Foundation is desirable
  • NSE 4 qualification is desirable
  • Knowledge of radio technology, Juniper and/or Mikrotik is desirable

Other information

Your package and perks

On top of your basic salary, in recognition of your hard work, you’ll be entitled to 25 days holiday + bank holidays with purchasing scheme available, Healthcare Cash Plan and PERKS, Company Life Assurance, Company Pension Scheme, support with working towards any professional qualifications relating to your role, Enhanced Paternal Leave, Employee Assistance Programme, a challenging and learning focused work environment, plus more.

All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status, or any other factor will be treated equally and fairly in the application process.