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Service Centre Engineer

13 August 2021

Ideal is an inspiring place to work where we help customers transform: We create value, accelerate change and mitigate risk in customer’s organisations. We design, implement and support innovative IT solutions across Security Networks, Data Centres, Cloud & Collaboration. We are an independent company, offering a refreshingly different experience to larger IT solutions providers.

We continually invest in our employees’ development and training to keep our skills fresh and enable our employees to further their development whether this be technical qualifications, soft skills training or something personal to them.

We believe in empowering our people and enabling them to work in an environment that is best suited to them, whether that be remote, within our Brighton office or a combination of the two. We welcome applicants from all backgrounds and aim to offer all our staff the support they need to achieve their goals; both personal and career focused. We particularly welcome candidates from under-represented groups in the Tech Community.

A good fit for this role will be

  • Meeting and exceeding customer expectations
  • A great communicator, verbal & written, effective relationship builder
  • Excited about learning something new every day
  • Process oriented
  • Extremely self-motivated
  • An excellent team player
  • Able to deliver against deadlines and agreed targets
  • Adaptable and organised

What you'll be doing

  • Working within Ideal’s 24/7 Service Centre
  • Investigating and helping to resolve issues on customer’s network and IT estates
  • Managing incidents, investigating alerts, and carrying out change requests
  • Supporting ad-hoc projects to develop the capabilities of the Service Centre
  • Managing support cases to enable fast resolution for our customers
  • Ensuring all cases are recorded accurately and closed within agreed timeframes
  • Sharing knowledge across the team to ensure and enable best practices

Skills and Experience

  • Network support and administration (any of the below):
    • Routing & Switching (Cisco, Meraki, Draytek, HP, Netgear)
    • Firewalls & Security (Palo Alto, Cisco, Fortinet)
    • Wireless Networks (Cisco, Meraki, Ubiquity, Aruba)
  • Achieved or working towards vendor accreditation or equivalent (eg. CCNA, PCNAS, CompTIA Network+)
  • At least 6 months industry experience working in a customer service environment
  • Accurate written and verbal English communication skills


Optional (but useful) skills

  • Microsoft 365 and/or Azure support and administration
  • Server & Storage support and administration
  • Unified Communications / Collaboration support and administration (eg. Cisco CUCM, MS Teams)
  • Full UK Driving Licence

Key information

  • This role is based on a rotating shift pattern including regular night-time and weekend work; 3x 12-hour shifts (7 to 7), 3x days off
  • Development opportunities to expand skills to cover multiple technologies with fantastic exposure to new products and technologies
  • Compensation for providing support outside of scheduled hours


What you can expect from us

  • Flexible & remote working
  • A competitive benefits package, including 25 days annual leave (plus Bank Holidays)
  • Extensive training & development opportunities with paid study leave
  • Community focused groups such as our in-house Diversity, Inclusion & Belonging Team and Culture Club

How to apply

To apply email with your CV and tell us why you’d love to work with us and why we’d love to work with you.

To all recruitment agencies: We do not accept agency resumes. Please do not forward resumes on to or to Ideal employees. Ideal will not accept responsibility for any fees related to unsolicited resumes.