2nd Line Network Engineer

• Take ownership of network-related incidents through to resolution.
• Provide technical support via phone, monitoring platforms, and ticketing systems.
• Troubleshoot routing, switching, firewall, wireless, and connectivity issues.
• Access and support customer network infrastructure remotely.
• Investigate performance issues, outages, and monitoring alerts.
• Manage escalations and work closely with third-party suppliers and vendors.
• Maintain accurate technical documentation and incident records.
• Participate in major incident response and structured 24/7 shift handovers.
• Deliver excellent customer service while maintaining SLA performance.

Technologies:

• Cisco
• Firewall
• FortiGate
• Incident Management
• Support
• ITSM
• Network
• Nexus
• Security
• ServiceNow

More:

We are recruiting for a brand-new 24/7 support team in Solihull, West Midlands, on a permanent 4 on / 4 off shift pattern with 12-hour shifts (7am-7pm and 7pm-7am). The role offers a salary of £30,000 - £32,000 plus a 20% shift allowance, with an OTE of £38,400. We are seeking a proactive, customer-focused engineer who is passionate about networking and problem-solving, and who thrives in a collaborative environment where no two days are the same. This role is focused on ensuring critical customer services remain operational around the clock, with an emphasis on strong analytical skills, attention to detail, and exceptional support delivery.

• Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer, or Service Desk role.
• Strong troubleshooting and incident management skills.
• Experience supporting Cisco Routing & Switching (ISR, ASR, Catalyst, Nexus).
• Experience supporting Cisco security and firewall technologies.
• Experience supporting Cisco Wireless Solutions.
• Experience supporting broadband, WAN, and connectivity services.
• Experience supporting VLANs and VPNs.
• Experience working with networking vendors such as Cisco, Meraki, Extreme, or Fortinet.
• Strong understanding of network security principles.
• Experience with ITSM/ticketing systems, ideally ServiceNow.
• Excellent communication and customer service skills.
• Must be eligible for SC Security Clearance.
• Desirable: experience within a 24/7 support or NOC environment.
• Desirable: exposure to enterprise networking technologies including Palo Alto and FortiGate.
• Desirable: Cisco, Fortinet, or other relevant networking certifications.
• Desirable: experience with network monitoring and traffic analysis tools.