2nd Line IT Support Engineer

• Provide Level 2 technical support across networking, infrastructure, and cloud services.
• Troubleshoot complex networking issues, including VLANs, routing, and switching.
• Configure and maintain VLANs, ACLs, and firewall policies.
• Diagnose Spanning Tree issues and network performance problems.
• Support and maintain firewall, switching, and wireless infrastructure.
• Perform firmware and software upgrades on networking equipment.
• Manage and maintain virtualisation environments (VM lifecycle management).
• Support Microsoft 365 services, including Exchange, Teams, and SharePoint.
• Assist with Azure infrastructure and understanding of cloud resource fundamentals.
• Support SAN storage environments and understand storage architecture basics.
• Perform remote troubleshooting of technical incidents and service requests.
• Work within an ITSM ticketing system, managing incidents, prioritisation, and escalation.
• Maintain and update technical documentation and knowledge base articles.
• Assist with backup technologies and data protection processes.

• Strong troubleshooting and analytical problem-solving skills
• Experience supporting:
• VLAN configuration and management
• Static routing on switches and firewalls
• ACL creation and modification
• Inbound and outbound firewall policies
• Spanning Tree troubleshooting

Firewall Experience Experience supporting at least one of the following vendors:

• Check Point
• Cisco Meraki
• Juniper

Switching Experience Experience supporting:

• HPE / Aruba
• Cisco Meraki

Wireless Networking Experience supporting wireless environments including:

• HPE Aruba
• Cisco Meraki
• Cisco

Virtualisation Experience supporting virtual environments including: Hyper-V

• VM lifecycle management (create/delete/snapshots/maintenance)
• Virtual switch management

VMware

• VM lifecycle management
• Virtual switch management