2nd Line IT Support Engineer

• We act as the escalation point for our 1st Line team, taking ownership of complex data, broadband, and Unified Communications faults.
• We resolve escalated incidents across broadband, VoIP, and network infrastructure using advanced diagnostic tools such as packet capture, SIP tracing, and CLI/GUI router configurations.
• We partner with third-party carriers, hardware vendors, and hosted platforms to coordinate swift resolutions.
• We monitor system alerts and ticket queues, prioritising work by severity to meet strict SLAs.
• We carry out root-cause analysis to identify recurring faults and recommend long-term process improvements.
• We support junior team members and share knowledge through documentation and peer mentoring.

Technologies:

• Cloud
• Hardware
• Support
• NAT
• Network
• Swift

• We require a minimum of 2 years experience in a dedicated Telecoms Support or Managed Service Provider helpdesk environment.
• We require strong knowledge of IP networking, including DNS, DHCP, NAT, subnetting, and VLANs.
• We require proven technical understanding of SIP protocol behaviour and broadband technologies such as FTTC, FTTP, and ADSL.
• We require a natural problem-solving mindset, the ability to work under pressure, strong attention to detail, and excellent organisational skills.
• We consider CCNA or an equivalent networking certification desirable.
• We consider practical knowledge of configuring and troubleshooting Meraki or DrayTek routers desirable.
• We consider 8x8 UCaaS Support Certification or equivalent hosted VoIP platform qualifications desirable.

We are Global 4, a fast-paced and growing technology company based on-site in Carlisle, Cumbria. We advise, implement, and support market-leading telecom, connectivity, cloud, and IT services for businesses across the UK. We value service excellence, teamwork, and continuous improvement, and we offer a full-time, permanent role with hours of Monday to Friday, 08:30 to 17:30, along with a competitive and negotiable salary depending on experience. Our benefits include 50% off broadband and utility packages, 25 days holiday plus bank holidays rising to 30 days with service, a buy and sell holiday scheme, a refer-a-friend bonus, a bright ideas reward, quarterly top performer days out, Friday fridge treats, paid charity leave, and death-in-service cover.