Technical Support Advisor

Digital Space is a leading UK converged managed service provider delivering excellence in Connectivity, Unified Communications and Collaboration, Cloud and Hosting, Security and IT Managed Service Solutions to its customers, through Service Operations based in Newark and Telford.

Our culture is customer-centric, serving loyal and trusted customers across our specialist verticals including Hospitality and Leisure, Retail, Government and Not-for-Profit, Manufacturing & Construction, Commercial and Financial and Professional Services. An example of our valued customers include Greene King, Burger King UK, St John Ambulance, Roxel and the Motor Fuel Group to name but a few.

Over 80% of our colleagues are in customer facing roles, and as valued members of the Digital Space team benefit from training and professional development, flexible working options, Medicash, quarterly company incentives and a variety of health and wellbeing services. As a company we are always seeking talented people, so if you're looking for a new challenge as part of a fast-paced industry in a business with exciting growth plans, then we'd like to hear from you!

Technical Support Advisor - Shift (days & nights)

Location: Newark

Role Purpose

We are looking for a self-motivated customer service focused engineer, with the drive and aptitude to learn and develop. This role will be a shift of days and nights.

Working within our purpose-built Network Operations Centre and Data Centre facility in Newark you will form part of our Network and Unified Communications technical support team, providing technical assistance to our customers.

An essential part of this role is to establish and maintain a fantastic relationship with our customers, while also providing outstanding support for their managed network and unified communications services.

As our new Technical Support advisor, you’ll have the opportunity to: 

• Have Fortinet Training
• Be an integral part of the team, providing Network & UC support services to our wide range of customers.
• Develop your skills, knowledge and experience across a wide range of Technologies including SD-WAN & Cloud UC platforms.
• Work in a multi-vendor network support environment which includes Cisco, Meraki, Fortinet and Juniper.
• Triage and investigate incidents, managing these through to resolution.
• Work closely with our connectivity partners to resolve customer issues, whilst maintaining ownership of the customer experience
• Support co-location customer solutions within our Datacentre

You’ll be set up for success if you have:

• Excellent customer service skills - with a Customer-First attitude.
• Experience within a customer service/technical support role.
• Able to collate and interpret data from various sources.
• Able to assess faults, prioritise, respond, and escalate accordingly.

Even better if you have:

• Proven track record within a Network Operational Centre, IT, or ISP support environment.
• Previous experience in monitoring tools and protocols (ICMP, SNMP)
• Strong network or unified communications diagnostic skills.
• Experience of supporting Firewall technologies
• Basic knowledge of the OSI Model, switching and routing technologies.
• Basic understanding of Network Monitoring Concepts and management tools.

#LI-Remote

At Digital Space we embrace the power of diversity and inclusion to drive innovation, creativity, and success. We believe that a diverse workforce, representing a wide range of backgrounds, perspectives, and experiences, enriches our workplace and enhances our ability to serve our customers and communities. We are committed to fostering an environment where all employees can thrive, regardless of their race, ethnicity, gender, sexual orientation, age, ability, or background. We actively seek to create an inclusive culture where every individual feels valued, respected, and empowered to contribute their unique talents. Join us in building a brighter future that celebrates diversity and promotes equality in everything we do.