About Kerv Connect

Kerv Connect is the networking and security practice within the Kerv Group. We support digital transformation through secure, automated, and easy-to-manage solutions for the data centre, branch office, and cloud. Our mission is to solve real-world business challenges through the smart deployment of technology and process. Our services and solutions focus on network and security technologies that transform infrastructure to meet the evolving demands of digital business.All About You

We''re looking for a Level-1 Triage Network and Security Engineer to join our Service Desk Operations Team. This is an excellent opportunity for someone early in their career to gain hands-on experience across a range of technologies including Routing, SD-WAN, Firewalls, and Internet connectivity. This role is predominantly home-based, though occasional travel to Kerv sites may be required. We''re looking for someone who is customer-focused, professional, proactive, and self-motivated.As a Level-1 Engineer, you''ll be the first point of contact for incoming support tickets, triaging incidents and escalating to the relevant technical teams. You''ll work closely with colleagues, customers, and third-party providers to maintain service excellence.Your Part to Play

Triage incoming service tickets related to network and security infrastructureProvide first-line support for incidents and service requestsEscalate issues to the appropriate technical teams according to SLAsCommunicate professionally with customers and third-party Internet Service ProvidersContribute to implementation plans for change requestsCreate and maintain accurate and high-quality technical documentationParticipate in the out-of-hours on-call rotaWork flexible shifts as required to meet customer needsDesired Technical Knowledge

Basic understanding of networking concepts (Routing, Switching, TCP/IP, DNS, DHCP)Exposure to SD-WAN technologiesFamiliarity with Firewall policies, IPS/IDS, Web FilteringRouting protocols such as OSPF, BGP, MPLSLayer 2/3 SwitchingDDI technologies (DNS/DHCP/IP Address Management)Monitoring tools using SNMP or API integrationsITSM/ticketing platforms (ServiceNow)Basic familiarity with vendors such as:HP Aruba / SilverPeakArista / VeloCloudJuniper MistFortinetInfobloxCisco MerakiLogicMonitorNote: Vendor training will be provided to close any gaps.Skills and Attributes

Methodical and structured approach to troubleshootingAbility to write clear and concise technical documentationExcellent written and verbal communication skillsStrong time management and task prioritisationPassion for delivering excellent customer serviceWillingness to learn and grow in a fast-paced environmentYou will live the Kerv values …

Do The Right ThingBuild FutureThink Customer FirstTeam Is EverythingSpread Good VibesWhat We Offer

Private medical insurancePension scheme25 days annual leaveTraining and development opportunitiesEmployee Assistance ProgrammeSick Pay and life assuranceSupportive team culture focused on innovation and career growthAt Kerv, we''re building something special and we''re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

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