Senior Network Service Desk Engineer

HybrIT Introduction

HybrIT Services is a fast-growing Systems Integrator and Managed Service Provider. We take a customer-first approach to IT services, delivering high-quality solutions while maintaining strong relationships with our clients.  Our customers range from SMEs to large enterprises across multiple industries, including financial services, public sector, legal, and retail. With extensive partnerships in the IT channel and a growing direct business, we provide a broad range of technical exposure and career development opportunities.

Joining HybrIT means being part of an innovative and supportive team in a company that encourages professional growth while offering a competitive package and a dynamic work environment.

Reporting Line

This position reports directly to the Service Desk Team Leader.

Location & Working Hours

This is a hybrid role, with the flexibility to work from home up to 2 days per week.

HybrIT operates a rotating shift pattern, with engineers working the following shifts:

• Earlies - 07:00 – 15:30

• Lates - 09:30 – 18:00

• Evenings -11:30 - 20:00 – Once every 6 weeks depending on holiday and sickness.

The nature of the role will require occasional travel to HybrIT's Head Office (Royal Ordnance Depot, Weedon Bec, Northampton, NN7 4PS) or customer sites when necessary.

Role Summary

As a Senior Network Service Desk Engineer, you will provide technical support to customers, ensuring that incidents and service requests are resolved efficiently and to a high standard. You will be the first point of contact for technical issues and contribute significantly to maintaining service levels. Your role will also involve troubleshooting network-related IT issues, while ensuring high-quality customer service and effective issue resolution.

This position will expose you to a wide range of networking technologies, including cloud, infrastructure, security, and modern workplace solutions. This is an excellent opportunity to develop your technical skills, gain relevant certifications, and progress within the business.

Key Responsibilities

Incident & Request Management

• Act as the first point of contact for IT issues related to networking, handling incidents via phone, email, and ticketing systems.

• Log, prioritise, and categorise networking incidents and service requests accurately.

• Provide basic troubleshooting and resolution for common network issues (e.g., connectivity, VPN issues, DNS/DHCP).

• Escalate complex or unresolved issues to senior engineers, following established escalation procedures.

• Keep users informed of ticket progress and resolution timelines, ensuring timely communication and transparency.

• Ensure all tickets are updated with clear, concise, and accurate notes for efficient tracking and resolution.

Technical Support

• Provide troubleshooting support for networking technologies such as TCP/IP, DNS, DHCP, VPN configurations, and wireless networking solutions.

• Assist with network infrastructure support, including routers, switches, firewalls, and other network devices.

• Help resolve issues related to cloud technologies, particularly Azure networking components (e.g., virtual networks, load balancers).

• Maintain adherence to best practices, security policies, and HybrIT’s IT standards when providing technical support.

• Support the deployment and troubleshooting of network security solutions, including firewalls, VPNs, and remote access services.

Customer Service and Collaboration

• Communicate technical networking solutions clearly and effectively to both technical and non-technical users, ensuring customer satisfaction.

• Take ownership of networking incidents and service requests, ensuring resolution within agreed-upon timeframes.

• Collaborate with colleagues to resolve more complex issues, providing guidance and support to junior staff as needed.

• Contribute to the overall team environment by supporting a collaborative approach to knowledge sharing and problem-solving.

Learning and Development

• Stay up-to-date with emerging IT and networking trends, engaging in self-learning and continuous professional development.

Skills and Experience

Educational Background

Between 2-3 years of experience in a similar role elsewhere, providing second-line technical support for Networking  technologies. This experience should showcase the ability to handle more complex issues, perform advanced troubleshooting, and support the day-to-day operation of Networking  systems.

Technical Skills

Essential – Core Skills

• Provide advanced troubleshooting for hardware, software, and network issues.

• Administer and support Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Teams) and Azure Active Directory (conditional access, multi-factor authentication).

• Resolve complex operating system and security configuration issues.

• Support and troubleshoot advanced networking (VPN, LAN, WAN, DNS, DHCP) and cloud networking issues.

• Manage and troubleshoot advanced peripheral devices (printers, scanners).

• Handle complex incidents and service requests, ensuring detailed documentation and timely follow-ups.

• Proactively manage escalation processes and collaborate with senior technical teams or vendors when required.

Essential - Technical Skills:

• Advanced troubleshooting of hardware, software, and network-related issues.

• Proficient in Azure AD administration, including security policies and multi-factor authentication.

• Advanced management of Microsoft 365 services and security compliance.

• Expert in Windows Desktop Support, including group policies and security configurations.

• Advanced networking support (VPN, LAN, WAN, DNS, DHCP).

• Expertise in ticketing system management and escalation handling.

• Strong documentation and reporting skills.

• Ability to prioritise multiple service requests and incidents based on impact and urgency.

• Exposure to the following technologies would be a plus (we do not expect every candidate to have full exposure to all of them):

  • Cisco Switches

  • Extreme Networks Switches

  • Juniper Switches

  • Citrix NetScaler

  • Palo Alto Firewalls

  • Cisco Firewalls

  • Barracuda Load Balancers

  • Kemp Load Balancers

  • AWS Load Balancers

  • Azure Load Balancers

  • F5 Load Balancers

• Familiarity with object-based firewalls preferably Fortinet.

  • Ideal candidate would be in receipt of the following certifications. 

    • Fortinet NSE 1 (Information Security Awareness) – NSE1 (Retired)

    • Fortinet NSE 2 (Evolution of Cybersecurity) – NSE2 (Retired)

    • Fortinet NSE 3 (Fortinet Product Awareness) – NSE3 (Retired)

    • Fortinet Certified Fundamentals (FCF) Cybersecurity – FCF (New)

    • Fortinet Certified Associate (FCA) in Cybersecurity – FCA (New)

Desirable Technical Skills:

• Experience with Azure networking, including NSG, VPN, VNet peering, and public/private IPs.

• Familiarity with VM management, including performance monitoring and troubleshooting.

• Experience in Azure Storage management and resolving storage bottlenecks.

• Basic scripting knowledge in PowerShell or Azure CLI for automation tasks.

• Strong understanding of identity and access management in Azure AD (RBAC, user management).

• Experience with Fortinet technologies.  Ideally have or working towards the following.

  • Fortinet NSE 4 (Network Security Professional) – NSE4 (Retired)

  • Fortinet Certified Professional (FCP) in Security Operations – FCP

  • Fortinet Certified Professional (FCP) in Public Cloud Security – FCP

  • Fortinet Certified Professional (FCP) in Network Security – FCP

  • Fortinet Certified Solution Specialist (FCSS) Secure Access Service Edge (SASE) Administrator – FCSS

• Knowledge of Extreme Networks, ENCA, ENCP

• Knowledge of network performance monitoring tools (Wireshark, NetFlow).

Soft Skills

• Strong communication skills, both written and verbal, with the ability to explain technical issues clearly to users at all levels.

• Customer-focused approach with a professional and empathetic attitude.

• Ability to manage multiple tasks efficiently, prioritising according to urgency and impact.

• Collaborative team player with a supportive attitude towards colleagues.

Package

• Competitive Base Salary £28,000 - £33,500 per year (Depending on Experience).

• Performance Related Annual Bonus.

• Workplace Pension.

• Death in Service cover.

• Great Office environment with staff room (Darts, Pool Table etc).

• Excellent onsite parking facilities.

• Day to Day perks such as snacks and occasional employee lunches.

• Excellent social environment with events such as games nights and various competitive competitions for those who want to take part.