2nd Line Network Engineer

• 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.

Technologies:

• Cisco
• Firewall
• Support
• Network
• Nexus
• Security
• ServiceNow

• 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: experience with Fortinet, Palo Alto, Meraki, Juniper, F5, Extreme Networks, or Cisco Wireless technologies.
• Desirable: knowledge of network monitoring and traffic analysis tools.
• Desirable: ServiceNow experience.
• Desirable: relevant networking certifications such as CCNA, CCNP, NSE, or equivalent.
• Desirable: previous experience working within a Managed Service Provider (MSP) environment.

We are working with a leading Managed Service Provider to recruit a talented 2nd Line Network Engineer to join our growing technical support team in Solihull, Birmingham. This is a fully on-site role working Monday to Friday on a rotational shift pattern between 8:00am and 6:00pm, supporting a diverse customer base across enterprise network environments. We offer the opportunity to work within a highly skilled team, gaining exposure to Cisco, Fortinet, Meraki, Extreme Networks, broadband services, firewalls, switching, routing, and network security platforms while delivering exceptional customer support.