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# 2nd Line IT Support Engineer

- **Company:** Global 4 Communications Ltd
- **Location:** Carlisle, UK
- **Experience:** Experienced
- **Salary:** £35,000.0 - £37,500.0
- **Contract:** Permanent contract
- **Skills:** Asymmetric Digital Subscriber Line, VoIP, Cloud Computing, Dynamic Host Configuration Protocol, Network Address Translation, Domain Name System (DNS), Internet Protocol, Subnetting, Network Architecture, Packet Analyzer, Virtual Local Area Networks, Diagnostic Tools
- **Published:** August 8, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5830330630

## About the Role

* 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.

## Description

* 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


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