Enterprise Service Desk Engineer

Here at Zen, we are committed to creating an environment where people come first. Whether that is staff, customers or suppliers, our teams are motivated to deliver the absolute best service. We are seeking a dynamic and customer‑focused individual to join our Enterprise Service Desk and to be part of a team with a reputation for delivering excellent service.

You will have experience of working in a close team, collaborating and consulting with your peers, stakeholders and customers up to and including senior managers. You will be responsible for assisting customers in the operational management of their environment, diagnosing, and troubleshooting issues, advising of best practices, and leading on changes using your skills and experience to ensure robust solution management. If you are passionate about delivering service excellence, troubleshooting complex technical issues, and to be involved in latest networking and security technologies, we want to hear from you.

What You’ll Do

• 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 elevate to senior engineers within the support team.
• Identifying areas where internal processes can be improved 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.
• Working closely with SMEs and specialised teams to proactively identify activities to help build up technology exposure and experience.
• Maintaining and developing your knowledge and skills to stay relevant in the ever‑evolving world of Managed Networks.
• Documenting and sharing knowledge and best practice with colleagues.
• Identifying and escalating problems or service risks 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.
• Conducting audit activities on behalf of customers, ensuring their service remains optimal at all times.
• Operating in accordance with our policies, procedures, and processes.
• Being part of the service desk on‑call rota and also carrying periodic out‑of‑hours work.

Qualifications

• 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.
• Certification to either CCNA/NSE4 standard is advantageous.
• Ability to produce detailed documentation in the form of runbooks, process guides and customer topologies.
• Familiarity with monitoring tools such as Zabbix or PRTG.
• Capability to configure and adapt alarms and metrics where necessary.
• 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.
• Willingness to embrace change and recognise when and how to adapt.
• Taking control of your own learning journey, ensuring relevance with the needs of our business and 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 capture decisions, discussions and key information accurately and efficiently.
• Track record of building relationships with peers and key stakeholders within customer and supplier organisations.
• Proven experience in a comparable role within an ISP or Managed/Professional Services business.
• Will be required to participate in an on‑call rota after an embedding period and occasional overtime or work outside of business hours may be required.

Benefits

• 2×Life Assurance Cover, with option to flex upwards.
• 25 days annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private medical healthcare and a healthcare cash plan.
• An extra day off for your birthday.
• Car salary sacrifice scheme.
• Continuous learning and development.
• Discounted mobile plans.
• Flexible and hybrid working.
• Free onsite parking.
• Internal coaching and mentoring opportunities.
• Onsite contemplation and prayer room.
• Onsite electric car charging points.
• Optional flexible critical illness cover.
• People‑friendly policies.
• Recognition awards where we celebrate the most awesome people.
• Retail discounts.
• Salary sacrifice pension – minimum of 3% employee contributions for a 5% employer contribution.
• Six‑monthly salary reviews.
• Subsidised nursery fees.
• Subsidised onsite restaurant.
• Super‑fast free reliable broadband.
• Travel loan and Ride2Work schemes.
• Two days’ paid leave per year for voluntary work.

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