Service Desk Engineer - Enterprise

We’re building an inclusive work environment

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

The hiring manager for this role is Marcus S, Enterprise Support Manager. We appreciate that sometimes it’s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email – you can to and we will get back to you as soon as possible.

FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

Key Responsibilities

• Dealing with incoming incidents and change requests in a professional, courteous manner over the phone and via email, resolving at first point of contact and within agreed service levels.
• Correctly logging and prioritising incoming tickets, owning incidents, and ensuring that the customer is kept informed at all stages. Liaising with 3rd party suppliers and vendors as required to facilitate resolution of cases.
• Efficient workload management, understanding how and when to escalate to senior engineers within the support team.
• Identify areas where internal processes can be improved on or changed to provide a better experience to internal and external stakeholders.
• Leading and advising customers through change management, ensuring best practices are adhered to. Using your knowledge to identify better, more efficient ways for our Enterprise customers to achieve their results.
• Conducting estate management activities such as firmware updates, patching etc. Reviewing the estate to highlight devices and solutions that are EOL or due to become.
• Work closely with SMEs (Subject Matter Experts) and specialised teams to proactively identify activities to help build up on technology exposure and experience.
• Maintain and develop own knowledge and skills to stay relevant in the ever-evolving world of Managed Networks. Document and share knowledge and best practice with colleagues.
• Identify and escalate problems or service risks (where appropriate) into the engineering/architecture teams, engaging key stakeholders throughout.
• Monitoring the estate pro-actively, using key metrics to identify issues before they become problematic, and using your skills to resolve.
• Conduct audit activities on behalf of customers, ensuring their service remains optimal at all times.
• Operate in accordance with our policies, procedures, and processes.
• You will be part of the service desk on-call rota and also be required to carry periodic out-of-hours work.

Skills, experience, and key behaviours

Working knowledge and experience in IPVPN, WAN (Ethernet, FTTx) technologies and a genuine interest to learn and develop knowledge of this part of the market. Exposure and experience with Cisco SD-WAN is desirable. Proven experience working with managed firewalls (Ideally Fortigate) and Cisco routers in an MSP environment. Certified to either CCNA/NSE4 standard would be advantageous. Ability to produce detailed documentation in the form of runbooks, process guides and customer topologies. Familiar with monitoring tools such as Zabbix or PRTG. Will be able to configure/adapt alarms and metrics where necessary.

• A genuine passion for delivering excellent service within a people first culture.
• Self-motivated, authentic, and approachable.
• Willingness to listen, take on board feedback, share challenges, accept mistakes, and learn from them.
• A willingness to embrace change and able to recognise when and how to adapt.
• Takes control of own learning journey, making sure to stay relevant with the needs of our business and our customers.
• Capable of decision making in high pressure situations, with a strong focus on customer experience, and business requirements
• Excellent communication skills both written and verbal, able to accurately and efficiently capture, decisions, discussions and key information.
• A track record of building relationships with peers and key stakeholders within customer and supplier organisations.
• Proven experience in comparable role within an ISP or Managed/Professional Services business

At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we’re a certified Great Place to Work TM and B Corp Certified!