2nd Line Network Engineer

Network IT Recruitment

Birmingham, UK

4 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

£35,000.0 - £38,000.0

Working hours

Shift work

Job source

www.collegerecruiter.com

Tech stack

Catalyst (Software) Complex Networks Issue Tracking Systems Virtual Private Networks (VPN) Network Security Network Monitoring Routing Cisco Nexus Switches Traffic Analysis Virtual Local Area Networks Wireless Networks Firewalls (Computer Science)

+6 more

Juniper Network Support Fortinet Routing & Switching Cisco Servicenow

Job description

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

Requirements

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.