Technical Support Engineer

Technical Support Engineer

Location: London | Hybrid-Remote | Permanent

About the Company

Syntura is a Managed Service Provider delivering solutions across Public Cloud, Modern Workplace, Service Provider Networking and Hosted Cloud platforms.

We work closely with numerous vendors including Microsoft, Amazon (AWS), Juniper, Fortinet and Broadcom’s VMware products to deliver solutions to our end clients, enabling them to transform their operations, enhance productivity, and drive business growth.

About the Role

We're looking for a Technical Support Engineer who enjoys solving problems, taking ownership and delivering exceptional customer service. You'll join our Customer Success team, supporting customer environments, resolving technical issues and helping businesses get the most from their technology.

Responsibilities

• Take ownership of customer incidents and service requests, driving them through to resolution.
• Troubleshoot and resolve technical issues across network, infrastructure and hosted service environments.
• Act as an escalation point for complex technical queries and support issues.
• Monitor, maintain and optimise network infrastructure and service provision platforms.
• Configure, test and deploy equipment and services to support customer requirements.
• Coordinate planned maintenance and network changes, minimising customer impact and service disruption.
• Work closely with customers, suppliers and internal teams to deliver timely and effective solutions.
• Manage escalations with third-party partners and vendors, ensuring service levels are met and issues are resolved efficiently.
• Maintain accurate ticket updates, technical documentation and knowledge base articles.
• Support continuous service improvement by identifying opportunities to enhance performance, reliability and customer experience.
• Contribute to project delivery and technical initiatives across the Customer Success function.
• Share knowledge with colleagues and contribute to team training, onboarding and technical development.

Qualifications/ Experience

Networking

• Hands on experience with one of the following vendors: Juniper, Fortinet
• CCNP/ JNCIS qualified or equivalent practical experience
• Experience configuring and supporting OSPF and BGP
• Understanding of MPLS including VPLS and VLL.
• Practical understanding of layer 2 segmentation (VLAN, PVLAN, QinQ)
• Understanding of fibre connectivity and technologies

Security

• Experience and understanding of firewall policies set-up including VPN set-up and troubleshooting.
• Understanding of Next Gen Firewall (NGFW) capabilities and features.

Infrastructure and Cloud

• Windows Server and / or Linux administration.
• VMware vSphere (including NSX-T)
• Microsoft Azure and/or AWS
• DNS and Radius authentication services.

Required Skills & Experience

• Experience in a technical support, helpdesk, NOC or managed services environment.
• Strong troubleshooting and analytical skills with the ability to identify and resolve technical issues efficiently.
• Excellent written and verbal communication skills.
• Customer-focused with a professional and proactive approach.
• Ability to manage and prioritise multiple tasks in a fast-paced environment.
• Strong attention to detail and a structured approach to problem solving.
• Ability to work independently and collaboratively as part of a wider team.

Desirable Skills

• Experience within a carrier, ISP or managed services background.
• Knowledge/understanding of Kubernetes
• Experience using monitoring tools such as Zabbix, Nagios, Grafana

Additional Information

Working Pattern: This role supports a 24/7 operation and includes a rotating shift pattern covering 9-hour shifts. Days, 7am-4pm (office based), Evenings, 3pm-midnight (WFH), and Nights 11pm-8am (WFH).

Syntura is an equal opportunities employer. We welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, sexual orientation, or any other protected characteristic. We are committed to providing an inclusive and accessible recruitment process and will make reasonable adjustments where required.

Interested? We'd love to hear from you. Apply with your CV and tell us why you'd be a great fit for Syntura.