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Hybrid working available (3 days in the office and 2 at home)

* Choice of office base location - either Edinburgh or Gateshead

* Join a supportive, friendly and nurturing team and culture with strong track record of offering career progression.

About Pulsant:

Pulsant is the UK’s leading edge infrastructure provider. Regional businesses and service providers use Pulsant’s edge infrastructure platform (known as PlatformEdge) to build, connect and deploy the applications they need to innovate and grow. The platform is underpinned by Pulsant’s network of 12 strategically located edge data centres, interconnected through a low latency network fabric delivering access to cloud, connectivity, and compute services across the UK. Over 330 people - across our data centres and 3 core corporate office locations in Edinburgh, Gateshead and Maidenhead - help over 1500 clients to achieve their digital ambitions.

Job purpose:

The Senior Support Engineer sits within the Client Technical Service team and be responsible for ensuring the stability of Pulsant Services whilst delivering a positive client experience. The role will provide technical support to our clients, resolving infrastructure or networking incidents and carrying our planned and scheduled changes/tasks.

Key responsibilities:

* Develop and nurture a client first culture through day-to-day work

* To resolve incidents both directly from clients and through technical escalation

* Proactively update clients via phone and cases on the progress of their request with Pulsant in a timely manner

* Troubleshoot client networks and firewalls as part of managed services provision

* Use existing skills and knowledge as well as appropriate support resources to identify resolutions to client incidents

* Implement fixes and solutions where appropriate either via discussing directly with customer, via email, via remote control or onsite

* Manage, categorise and prioritise cases according to Pulsant process – against agreed timescales and monitor through to resolution

* Adhere to contract specific Service Level Agreements

* Escalate calls to the vendor

* Provide proactive support though checking manufacture websites, product updates and testing and producing KB articles and bulletins

* Assist all teams within the support department as required

* Maintain high level vendor specific IT certification as required

* Provide pro-active support to clients based on monitoring warnings and exception

Our ideal candidate:

* Degree or equivalent in IT, Computer Science or similar discipline OR proven equivalent working experience

* Current CCNA/JNCIA qualification or be able to demonstrate a similar level of knowledge

* Experience of working with broad range of technologies within an IT support environment

* Strong written and verbal communication skills

* Experience delivering service excellence to external clients

Why work for Pulsant?

At Pulsant, you can expect variety and a challenging, fun working environment - where culture and well-being are as important as career development and training. The company offers fantastic career progression opportunities and there is a friendly environment with a team that feels like a family. As such almost half of employees have been with Pulsant for 5+ years.

Pulsant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our people