2nd Line IT Support Engineer

We are fast-paced, forward-thinking, and growing. If you are a tech-driven problem solver who thrives on unraveling complex issues and delivering "hero-level" customer support, we want you on our team in Carlisle.

The Role: Why You Matter

As our 2nd Line Technical Support Engineer, you are the vital bridge between initial triage and deep infrastructure support. You will be the ultimate escalation point for our 1st Line team, taking true ownership of complex data, broadband, and Unified Communications (UCaaS) faults.

This isn't just about closing tickets; it's about diving deep into multi-vendor platforms, running advanced diagnostics, and translating complex technical jargon into clear, reassuring updates for our customers.

What You'll Be Doing:

Deep-Dive Troubleshooting: Resolve escalated incidents across broadband, VoIP, and network infrastructure using advanced tools (packet capture, SIP tracing, CLI/GUI router configs).

Vendor Collaboration: Partner with third-party carriers, hardware vendors, and hosted platforms to coordinate swift resolutions.

Proactive Monitoring: Keep an eye on system alerts and ticket queues, prioritising by severity to hit strict SLAs.

Root-Cause Analysis: Don't just fix the symptom-find the cause. Identify recurring faults to propose long-term process improvements.

Mentorship: Act as a technical beacon for the team, supporting junior staff and sharing your wisdom through documentation and peer mentoring.

Experience: Minimum of 2 years in a dedicated Telecoms Support or Managed Service Provider (MSP) helpdesk environment.

Networking Fundamentals: Rock-solid knowledge of IP Networking (DNS, DHCP, NAT, Subnetting, and VLANs).

Tech Protocol: Proven technical understanding of SIP Protocol behaviour and broadband technologies (FTTC, FTTP, ADSL).

The Mindset: A natural knack for problem-solving under pressure, incredible attention to detail, and top-tier organisation skills.

The Nice-to-Haves (Desirable Certifications):

If you have these, you'll shoot straight to the top of our list!

CCNA or equivalent networking certification.

Practical knowledge of configuring and troubleshooting Meraki or DrayTek routers.

8×8 UCaaS Support Certification (or equivalent hosted VoIP platform qualifications).

At Global 4, technology is our passion, but service excellence is our superpower. We advise, implement, and support market-leading telecom, connectivity, cloud, and IT services for businesses right across the UK.