Product Support Engineer (Network)

Serco Limited; West Midlands Combined Authority; Hybrid; GBP 55,000 - 60,000

Job description

Product Support Engineer (Network)

Hybrid - attached to our Solihull 3 days per week plus UK travel when required
Full Time, Permanent
Salary - up to £55,000-£60,000 dependent on experience.

Here at Serco, we are seeking an experienced Product Support Engineer to deliver Network Standard Services across the UK and our European offices working in our Network product team and interacting with suppliers and operational teams to seek continual improvement within our technology stack and to ensure it remains fit for purpose and performs optimally.

You will be actively managing consumer satisfaction with the functionality, helping develop short and long-term roadmaps for the service ensuring it continues to meet the business needs.

You will contribute to the Network Standard Service technical designs by working with the Network Product Owner, Product Managers, IT Directors, and the business to gather functional and performance requirements, determining technical specifications, identifying financial costs to the Network Standard Service Product Owner, and supporting the time-integrated plans for Network Standard Service introduction. As a technical Lead you will also ensure that the service functionality and adoption efforts support Serco and the Divisions overall strategy and goals.

What you'll need to do the role:

Network is a core ITS service and is responsible for the delivery of connectivity services across the UK, Europe, and the Global Corporate network backbone. This service connects all Serco sites to Corporate Services, providing local access points and providing site-to-network services, VoIP, SIP Trunking, and WAN Services. It is also responsible for managed Local Area Network (LAN) services, physical and Wi-Fi environments in managed locations and provides the Secure network underpinning government secure contracts. You will therefore need to be experienced in these technologies as well as SD-WAN.

This role encompasses numerous activities from supporting service management in addressing systemic/design issues to acting as a cross-functional link across delivery teams, most prominently between Operations and partner/3rd party teams. You'll therefore need to be a great communicator who is highly adaptable and drives a collaborative approach at all times.

Network knowledge: The Network Product Support Engineer will have a detailed knowledge of network technologies and services, including but not limited to: Local site connectivity (MPLS/circuit/resilient connections), large site connectivity (corporate locations, contact centre services), Internet connectivity, IPVPN services, IP Voice over MPLS, QoS networks, wired, WIFI LAN services, and SD-WAN/GWAN services. ITS currently uses network connectivity from CenturyLink, BT, Vodafone and others and the role holder would benefit from expertise in these vendors.

Also, a knowledge base in the following areas is desirable: Network Security (NAC, Palo Alto Firewalls, Prisma Access, SASE), Cloud Networking (Azure, VNETs, VNET Gateways, NSGs), and Network Design (HLD/LLD).

Strategic & Innovative thinking: Develop long term roadmaps for the service to ensure that it keeps current with the market, sufficiently flexible to move with changing business needs and an innovative thinker that can identify opportunities to deploy new technologies or re-use existing technologies in differentiating ways.

People Skills: Interact with consumers, IT Directors, Partners/3rd Parties, and operational teams on a regular basis as is necessary for the performance of duties. The Network Product Support Engineer must possess excellent people skills that facilitate smooth and positive interactions in a matrix environment, resulting in the establishment of long-lasting relationships with the business.

Partner Management skills: Experience of working with and actively managing partners/3rd parties, preferably Technical Design and Operations teams delivering the service. The Network Standard Service - Technical Lead must work with partners/3rd parties to ensure that all Serco processes and policies are applied and adhered to in a timely manner.

Communication Skills: The role requires a lot of interaction, especially with Customers and Senior IT Leaders. Interaction also extends to other functional managers as well as other personnel across the business. These cross-functional interactions mostly focus on Technologies, Service technical Design, and functional/non-functions roadmaps so it is essential that the Service Lead has a strong, collaborative, detailed communication approach.

Interpersonal Skills: Other interpersonal skills that are necessary for the execution of the Network Standard Service - such as customer service and user experience focus, excellent problem-solving skills, being a team player, being detail oriented, being decisive, exhibiting comfort in a fast-paced work environment, and being an initiative taker.

Why Serco:

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• 25 days annual leave plus bank holidays.
• Annual leave purchase scheme.
• Up to 6% contributory pension scheme.
• Flexible working options.
• Free onsite parking.
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.
• A company passionate about diversity and inclusion.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.