2nd Line Network Engineer
Solihull
Role: 2nd Line Network Engineer Location: Solihull, Birmingham (Fully On-site) Salary: £35,000 - £38,000 Shift Pattern: Monday to Friday, 8:00am – 6:00pm (rotational coverage) Network IT are working with a leading Managed Service Provider (MSP) to recruit a talented 2nd Line Network Engineer to join their growing technical support team. This is an excellent opportunity for a networking professional with strong troubleshooting skills and experience supporting enterprise network environments. You'll be joining a highly skilled team responsible for delivering exceptional support across a range of customer infrastructures, providing both incident resolution and technical expertise across complex networking technologies. This role requires you to be on-site Monday to Friday in Solihull, on a rotational shift pattern between 8:00am and 6:00pm. Please only apply if you can accommodate to this arrangement. Role Overview As a 2nd Line Network Engineer, you will be responsible for providing technical support and issue resolution for a diverse customer base, performing advanced diagnostics and troubleshooting across network infrastructures and connectivity services. You will work closely with customers, third-party suppliers, and internal technical teams to ensure incidents and service requests are resolved efficiently whilst maintaining excellent customer service levels. This role requires a technically capable and customer-focused individual who can manage multiple priorities, work effectively under pressure, and take ownership of issues through to resolution. You'll gain exposure to a broad range of networking technologies, including Cisco, Fortinet, Meraki, Extreme Networks, broadband services, firewalls, switching, routing, and network security platforms. Key Responsibilities - Provide 2nd line technical support for networking and connectivity-related incidents and service requests. - Troubleshoot and resolve issues across routing, switching, wireless, security, and broadband technologies. - Manage tickets through to resolution, ensuring all SLA commitments are achieved. - Perform detailed technical diagnostics and identify appropriate escalation paths where required. - Deliver clear and professional communication to customers throughout the support lifecycle. - Monitor network performance and proactively investigate service-impacting issues. - Work closely with third-party suppliers to coordinate fault resolution and service restoration. - Maintain accurate support documentation, ticket updates, and customer records. - Support continuous improvement initiatives across tools, processes, and technical standards. - Collaborate with senior engineers and technical leads on complex support cases. Essential Skills & Experience - Proven experience in a 2nd Line Network Engineer, Network Support Engineer, or similar role. - Strong knowledge of Cisco Routing & Switching technologies, including ISR, ASR, Catalyst, and Nexus platforms. - Experience supporting enterprise networking environments and troubleshooting complex network issues. - Strong understanding of VLANs, VPNs, routing, switching, and network security principles. - Experience working with broadband and connectivity services. - Familiarity with firewall technologies and network security best practices. - Experience using ticketing systems and working within SLA-driven environments. - Excellent troubleshooting and problem-solving capabilities. - Strong verbal and written communication skills with the ability to engage effectively with customers and stakeholders. Desirable Skills - Experience with Fortinet, Palo Alto, Meraki, Juniper, F5, Extreme Networks, or Cisco Wireless technologies. - Knowledge of network monitoring and traffic analysis tools. - ServiceNow experience. - Relevant networking certifications such as CCNA, CCNP, NSE, or equivalent. - Previous experience working within a Managed Service Provider (MSP) environment. |  |  |  |
Recruiter: Network IT
Salary: £40,000 Per Annum
Reference: 272106794