Network Field Engineer

Field Network Support Engineer – London, travel UK wide

Seeking network support specialists that are keen to travel and want to join our fantastic team in London! Be part of a FTSE 50 company with great career progression!

About the role

The role of Remote Network Field Engineer forms part of the Network Services Operations Team reporting to the team leader. This role is based in London but providing remote support to our Glasgow team.

Responsibilities are to deal with incidents and service requests ensuring fulfilment of SLAs for Capita enterprise customers, with the main objective of minimising unplanned downtime in the Capita customer networks.

Main Aim is:

• Achieving a high level of customer satisfaction


• Manage 3rd Party support cases for customers


• Providing a professional service at all times, both internally within Capita and to external clients.

About Capita | Technology Solutions

Capita Technology Solutions is part of Capita plc, the UK’s leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

We understand business, technology and process. Placing the customer at the heart of everything that we do, we have a proven track record in transforming businesses through intelligent IT. We make it our business to see the world through your eyes and build intelligent, integrated solutions.

Our services are extensive spanning IT Hardware and Infrastructure, virtualisation and cloud services, security, disaster recovery, business continuity, voice, networking, data centre and contact centre. Add to this our professional services expertise in business and technical consultancy, design and implementation advice, health checks and readiness reviews and onsite support and we can bring it all together to maximise investment.

What you will do:

* Provide 2nd level support, taking ownership of complex Incident and Problem cases
* Perform 3rd level diagnostics on all incidents and problems cases providing resolutions.
* To ensure prompt and efficient resolution of incidents, meeting SLA requirements.
* Provision of remote fix, where possible
* Attend customer sites to replace network kit and restore service
* Ensure accurate and effective recording of updates for incidents, problems and service requests.
* Manage and engage with third party suppliers or maintainers as required.
* Monitoring and Management of customer solutions using Capita Network Management Systems.
* Maintain an up to date record of network diagrams, inventory databases and equipment specifications.
* To help create technical documentation & system operating procedures to achieve maximum efficiency of systems, supervise the implementation and maintenance of procedures, including standards of technical documentation for the team, they are current and communicated effectively.
* Ensure system security by applying industry standard best practice and correct security controls are maintained to meet the requirements of business compliance polices.
* Play a key role in maintaining the Security of Local and Wide Area Networks.
* Adhere to and maintain all relevant Capita policies and procedures including: Management System, Physical and Logical Security, Business Continuity, Health & Safety.
* Perform on call cover as required outside of core hours.
* Provide office cover during core hours.
* Provide cover for the primary Scottish field engineer and attend customer sites when required to troubleshoot and resolve incidents.

Your experience will include:

* CCNA and ideally CCNP as well
* Exceptional network troubleshooting skills
* Expected to attain Security Clearance (SC)
* ITIL understanding
* Excellent communication and customer facing skills.
* Able to negotiate and manage incidents whilst under pressure, being confident in own ability to make decisions.
* Strong oral and written and English language skills
* Good communicator and comfortable talking to technical and non-technical staff
* Technical expertise in IP networks
* Technical expertise in Cisco routers and Catalyst switches
* Network troubleshooting methodology
* Technical knowledge of any of the following; Cisco PIX/ASA firewalls, Cisco ISE, Cisco Unified Callmanager, Unity and UC products, Cisco Wireless portfolio, Cisco Telepresence, Microsoft Windows 2000/2003 Server/Exchange, TACACS, RADIUS

What’s in it for you?

At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday (goes to 25 days after 2 years and 27 days after 5 years), company car or car allowance, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process – click apply now.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.