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Network Support Specialist

The Company

My client is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration.

Key Responsibilities:

  • Communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs
  • Work with customers to scope out, document, and implemented proposed changes to network solutions
  • Together with the rest of the Network Support team, you will share an on-call rota and be an escalation point for service incidents
  • Write and review code to create tools that help with the automation of repetitive activities, improve efficiencies, or aid troubleshooting
  • Develop a deep technical understanding of the business product set, contributing towards the development and continual improvement of new and existing products
  • Offer technical leadership, define and document best practice to other support tiers by providing informal assistance & formal training
  • Develop and maintain customer-facing and internal documentation

Desirable Qualifications and Experience

  • A minimum of 3 years of technical experience in a 3rd line or senior engineer role
  • In-depth knowledge of and experience with major internet routing protocols; BGP, OSPF, etc.
  • Experience in a service provider environment, specifically with MPLS technologies
  • Experience with Cisco hardware and the associated Cisco software (IOS, NX-OS, CatOS, etc.)
  • Excellent network analysis fundamentals and robust troubleshooting skills
  • Excellent IP networking fundamentals and extensive experience in TCP, UDP, DNS & DHCP
  • Experience with protocols and technologies such as STP, First Hop Redundancy Protocols, EtherChannel, QoS, NTP, 802.1x & NetFlow
  • Candidates should also possess past experience with IPSec / Remote Access VPN technologies, Firewalls (ASA 55xx), Wireless (802.11x) & IT security best practices

Project Manager

The Company:

A leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by their highly skilled teams from our privately owned, UK based multi-million-pound infrastructure.

Job Description:

The aim of the Project Manager is to manage Customer requests across our portfolio of services and will include: WLR/WLCA, Porting, Mobile, CPS, ICT, Wireless, WAN & LAN services, IAAS, VOIP. These requests may comprise of new service requests, transfer or change of service or cessation of service.

The Project Manager will be responsible for managing the process from receipt of the order through to first bill generation and assisting with the transition of the service into Support.

Key Responsibilities:

Duties will include, but are not restricted to the following:

  • Responsibility for individual projects assigned to them.
  • Responsible for managing (internal and external) customer calls, orders and emails to ensure that service requests (to provide advice, documentation, respond to queries, resolve issues) are responded to in a timely and efficient manner and in line with the company SLAs and KPIs.
  • To process Customer requests within 24 hours and ensure that the request is recorded accurately on the company’s IT systems
  • Ensure that Projects are validated and acknowledged with the customer so that the project scope is fully understood prior to commencement of work.
  • Production of project management governance documentation (PID, Project Plan, Risk Log, etc) as required by the project.
  • Acknowledge and send confirmations back to the customer in every case, detailing Project references and expected dates, using Company or Customer defined templates as appropriate
  • Create regular Highlight reports (or other agreed method) to provide the customer with regular updates on project progress.
  • To monitor and manage any query within 24 hours to ensure that delay is kept to an absolute minimum on delivery of service
  • Track and control project work in progress from acceptance through to completion to ensure that the customer is kept advised on progress, issues and problems
  • Liaise with internal teams and third parties in order to complete the Project.
  • Proactively monitor project deliverables to ensure delivery on time first time
  • Schedule engineer site visits and manages engineer resources
  • Manage project Procurement on internal systems
  • Maintain and update the in-house system databases.

Person Specification

The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have the following skills, attributes and experience:

  • Excellent written and verbal communication skills with the ability to communicate at all levels, both internally and externally
  • Customer-focused
  • Professional, positive and friendly
  • Highly self-motivated
  • Ability to work well under pressure within a busy environment and prioritise tasks accordingly
  • Committed to delivering high-quality work
  • Excellent attention to detail, accuracy, time management, organisational and administrative skills


You should preferably have the following skills, attributes and experience:

  • Experience in an ISP/ICT environment
  • Experience in managing customer relationships and issues
  • Experience of service provider WLR/WLCA, Porting, Mobile, CPS, ICT, Wireless, WAN & LAN IAAS, VOIP provisioning including relevant processes, is essential.
  • PRINCE2 Foundation certification – Mandatory
  • PRINCE2 Practitioner – Desirable

Technical Support Analyst


A managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by their own highly skilled teams from their privately owned, UK based multi-million-pound infrastructure.


My client is looking for a bright, enthusiastic Technical Support Analyst to join their 2nd Line Technical Support team based in Harrogate. The successful candidate will be able to demonstrate a good all-around technical understanding along with the enthusiasm for learning.

The Technical Support Team are responsible for logging and resolving all customer phone calls and emails out of hours. During office hours this task will be undertaken by the Service Desk.

The Technical Support Analyst will be required to keep the Customer aware of the status of the call as it progresses and contact the Customers to ensure they are happy for the call to be closed once it has been resolved.


Key responsibilities in this are Technical Support, Supplier Management, Monitoring and Customer Communication. Duties will include, but are not restricted to the following:

  • Working as part of a large team of technical engineers, liaising with colleagues from all areas of the business to provide high-quality technical support to our customer base.
  • Monitoring and managing faults through to resolution on a range of technologies including (but not limited to):
  • Broadband technologies – ADSL / FTTC
  • Cisco Networking – Routers / Switches / Firewalls
  • Wireless technologies – Aruba / Meraki / 3G
  • VoIP telephony solutions – Polycom / Cisco
  • Device / Environmental monitoring platforms
  • Virtualisation and Storage technologies
  • Application and Server technologies – AD / Exchange / Citrix
  • Data Centre environments


To be considered for this role you must have completed or be able to demonstrate an understanding of any of the following certifications:

  • Cisco CCNA
  • Microsoft MCITP / MCSE
  • VMware VCA / VCP
  • TIL Foundation (awareness essential)


The Company’s standard hours are 9.00am to 5.30pm with 1 for lunch. However, due to the nature of the role, you will be working a shift rotation pattern accordingly: Day shift x2 (7.00 am to 7.00 pm), Nightshift x2 (7.00 pm to 7.00 am) and a subsequent 4 day rest period.

If this is of interest to you, please get in touch with Fluke on 0208 246 6077 or email your up to date CV to

Internal Sales Executive

Apply to this advert or contact me on or call on 02082 466 095



My client is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by our own highly skilled teams from our privately owned, UK based multi-million pound infrastructure.

They have annualised revenues in excess of £100million, more than 500 highly skilled employees serving over 2000 customers across the UK.

With the IT landscape in constant evolution, they are built around today’s modern IT challenges offering application, collaboration, infrastructure, network and IT security services.



The role requires the Internal Sales Executive to maintain and develop existing and new customer relationships by telephone, to ensure orders / contracts are renewed. The company will provide the necessary product knowledge as part of an ongoing training and support programme.


Duties will include, but are not restricted to the following –

–  Developing existing and new business relationships, either from leads generated personally or by the Marketing team, primarily by being proactive in relation to follow up telephone calls

–   Building and maintaining a contact base of customer contacts

–   Profiling customers to understand who makes decisions on contract renewals and what other opportunities there could be for Products and Services

–   Preparing configurations/quotes for customers and processing/progressing orders

–   Working to achieve both individual and team targets (agreed) within budgetary constraints

–   Producing sales forecast reports and statistics, as required by your manager

–   Managing the accounts internally

–   Assisting with customer queries and problems

–   Liaising with all appropriate contacts both internally and externally to ensure that negotiations/deals progress smoothly.

–   Keeping abreast of all new technologies and services

–   Adhering to procedures and completing necessary documentation

–    Hosting customers and visiting customers as and when required

–    Carrying out general administration duties: inputting orders, spreadsheets etc as required


–  Maintain a minimum level of outbound calls per day (to be monitored via a call stat system)

–  Record and maintain all customer contacts and account information on the specific databases and ensure these are kept updated at all times

–  Ensure monthly and annual sales targets are achieved with corrective action taken if targets missed

–  Keep Product Matrix updated

–  Ensure Renewals are kept up to date

–  Support business plans for top accounts giving clear deliverables over specific timescales

–  Adherence to certification standards:

o     Compliance with policies and procedures

o     Handling and protection of information

o     Reporting of security events

o     Implementing appropriate policies and procedures



The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving high standards and has an ambition to progress into external sales.

They will also preferably have the following skills, attributes and experience:

–    Target Orientated

–    Must be a strong team player

–    Highly motivated, with a pro-active approach to their workload

–    Be able to work on their own initiative

–    Intelligent and keen to learn new skills

–    Enthusiastic with a confident personality

–    Has an understanding of the sales process and the importance of customers

–    A fast learner, with an interest in and the ability to learn about Managed Services and Solutions; with the capability to keep this knowledge up to date going forward and to develop and build on this in the future as required


–  Excellent communication skills, both written and verbal, in order to be able to liaise with internal contacts at all levels

–  Effective use of the telephone and Microsoft Office packages – including email, word, excel, PowerPoint etc.

–  Ability to work under pressure

–  Good attention to detail

–  Good sense of humour



The Company’s standard working hours are Monday to Friday 9.00 until 5:30pm with one hour for lunch.


Apply to this advert or contact me on or call on 02082 466 095