Support Engineer L1; Networking

Xalient Leeds, United Kingdom Managed Services - Support Hybrid

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.

Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact.

Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.

The Xalient support functions play a critical part in maintaining operations and allows the organisation to deliver the highest quality service to our customers. Irrespective of the role, everyone is equally respected and contributes to the success of the business.

As a Support Engineer L1 you will be providing first-level support to our clients and ISP providers ensuring the smooth operation of network and security services.

Our Support Engineers are required to work a 38 hour week over 4 days between Monday – Friday, including bank holidays and other religious and non-religious festivals. It will be a mix of UK / US core hours over 4 days (Mon-Thu or Tue to Fri, 2 weeks of 09:00 - 19:30 & 2 weeks of 15:00 - 01:30). This is a hybrid role, you will be expected to be in the office at least twice a week, so as local to Leeds as possible is desirable.

What you’ll be doing

• Be the first point of contact for network & security related issues via phone, email and self-service, logging all interactions in Service Now.
• Responding to customer emails ensuring all updates are actioned in a timely manner.
• Troubleshoot and resolve incidents in a timely and efficient manner, escalating complex issues to the L2 Engineers.
• Action customer service requests, i.e. reports, queries and health checks.
• Evaluate the priority of events and Incidents to ensure that all are dealt with appropriately.
• Monitoring and escalating events into incidents from our event monitoring tool.
• Liaise with ISP providers and customers to drive successful resolution and ensure any monitoring system alarms / errors have cleared before incident resolution.
• Add scheduled maintenance notifications in Service Now and schedule alert silencing within the monitoring platform, advising customers of the potential impact of any scheduled maintenance.
• Ensure all SLA’s and OLA metrics are met or exceeded, escalating where we are about to breach.
• Participate in training sessions and professional development opportunities.
• Adhere to departmental procedures and practices.
• Any other ad-hoc tasks as requested by management.

Demonstrable experience in the following areas:

• Basic understanding of network hardware (routers, switches, firewalls)
• Network Fundamentals (TCP/IP)
• Understanding of ITIL and IT Best Practices
• A logical approach to troubleshooting, diagnosing and resolving problems
• Embraces change, seeking opportunities for continuous improvement
• Experience of working in a support environment
• Ability to work under pressure and as part of a team
• Excellent communication skills including an excellent telephone manner and high customer service skills
• Ability to take the initiative and be a team player
• Ability to attend the Leeds office at least twice a week.
• Ability and flexibility to work shifts, covering UK and US core hours.

Advantage but not essential

• ITIL V3 / V4 – Qualified or strong awareness
• CCNA (or working towards)

Offer:

• Work with cutting-edge cloud security technologies.
• Collaborative and dynamic work environment.
• Opportunities for professional growth and certifications.
• Competitive benefits package.
• Flexible benefits fund
• 25 days annual leave, plus bank holidays
• 1 day extra holiday for your birthday
• Pension
• Private medical insurance

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.