2nd Line Network Engineer

We’re recruiting for a 2nd Line Network Engineer to join a well-established managed services provider’s Service Operations team in Solihull.

You’ll provide advanced technical support to customers, diagnosing and resolving network incidents, and making sure service requests are handled to a high standard. It’s a hands-on technical role that needs strong troubleshooting skills across a range of networking and security technologies.

What you’ll be doing

• Technical support - providing second-line diagnostics and fixes for customer incidents, escalating when necessary
• Customer care - working closely with clients via phone and email, keeping them updated at all stages
• SLA management - prioritising and managing tickets to meet contractual service levels
• Documentation - maintaining accurate, up-to-date records in the Help Desk System, including client infrastructure details and troubleshooting steps
• Collaboration - liaising with 3rd party suppliers to resolve hardware, software and connectivity issues, ensuring SLA targets are met
• Continuous improvement - contributing to knowledge sharing within the team by updating documentation and supporting colleagues with complex issues

• Proven technical experience in networking and security support
• Strong diagnostic and administration skills across some/all of: Cisco Routing & Switching (ISR, ASR, Catalyst, Nexus 1-7K), Cisco management tools and wireless platforms, Cisco ACE and F5, Juniper & Extreme Firewalls
• Tier 2 broadband support, including traffic shaping
• Experience with VLANs, VPNs and network security principles
• Knowledge of Meraki, Fortinet and Palo Alto solutions (preferred)
• Hands-on experience in network design, implementation and troubleshooting, firewall configuration and incident response
• Confident using traffic analysis tools to monitor and analyse network performance
• Excellent communication skills, comfortable interacting with all stakeholders including Directors
• Strong attention to detail and accuracy in documentation

• 25 days annual leave, rising by 1 day a year up to 28
• Private medical cover, discounted health plans, virtual GP access and an eye care scheme
• Employee assistance programme via a dedicated Wellbeing Team
• Access to a modern Learning Management System for training and personal development
• Office-based role with a collaborative, team-focused environment