Senior Support Engineer

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

£24 – 30k subject to experience