Start: Immediately

Location:  Richmond, London HQ & Home

Hybrid Working (2-3 days in the office)

Salary: Competitive + Overtime & Benefits

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 & 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 infrastructure

●     Provide first-line support for incidents and service requests

●     Escalate issues to the appropriate technical teams according to SLAs

●     Communicate professionally with customers and third-party Internet Service Providers

●     Contribute to implementation plans for change requests

●     Create and maintain accurate and high-quality technical documentation

●     Participate in the out-of-hours on-call rota

●     Work flexible shifts as required to meet customer needs

Desired Technical Knowledge

●     Basic understanding of networking concepts (Routing, Switching, TCP/IP, DNS, DHCP)

●     Exposure to SD-WAN technologies

●     Familiarity with Firewall policies, IPS/IDS, Web Filtering

●     Routing protocols such as OSPF, BGP, MPLS

●     Layer 2/3 Switching

●     DDI technologies (DNS/DHCP/IP Address Management)

●     Monitoring tools using SNMP or API integrations

●     ITSM/ticketing platforms (ServiceNow)

●     Basic familiarity with vendors such as:

• HP Aruba / SilverPeak
• Arista / VeloCloud
• Juniper Mist
• Fortinet
• Infoblox
• Cisco Meraki
• LogicMonitor

Note: Vendor training will be provided to close any gaps.

Skills & Attributes

●     Methodical and structured approach to troubleshooting

●     Ability to write clear and concise technical documentation

●     Excellent written and verbal communication skills

●     Strong time management and task prioritisation

●     Passion for delivering excellent customer service

●     Willingness to learn and grow in a fast-paced environment

You will live the Kerv values … 

●     Do The Right Thing 

●     Build Future 

●     Think Customer First 

●     Team Is Everything 

●     Spread Good Vibes

What We Offer

●     Private medical insurance

●     Pension scheme

●     25 days annual leave

●     Training and development opportunities

●     Employee Assistance Programme

●     Sick Pay and life assurance

●     Supportive team culture focused on innovation and career growth

At 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.