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# 2nd Line Technical Support Advisor (Networks)

- **Company:** Focus Group
- **Location:** Birmingham, United Kingdom
- **Experience:** Expert
- **Salary:** £27,000 - £34,000
- **Contract:** Permanent contract
- **Skills:** Wireless LAN, CompTIA Network+, Cyber Security, Wide Area Networks, Computer Networking Systems, Firewalls (Computer Science), Information Technology, Palo Alto Networks, Cloudflare, Fortinet, Cisco
- **Published:** November 12, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5962883929

## About the Role

Be resilient and highly results oriented.

 - Be able to work flexibly when needed onsite with clients, home or from the office.

 - Have worked in a similar position or have demonstrable knowledge in Technical Service Delivery (networking, security and cloud).

 - Experience with Cisco, Meraki, Fortinet, Palo Alto, CloudFlare

Desirable:

 - Vendor or general certifications ( e.g CCNA, CompTIA Network, Security) - Certification or demonstrable experience working within ITIL methodologies. - Demonstrate experience in managing third party suppliers within budget and agreed SLAs.

(Internal job level: Senior Associate)

## Description

This is an exciting opportunity for someone with strong networking and IT infrastructure knowledge who is passionate about technology, enjoys troubleshooting complex issues, and wants hands-on exposure to industry-leading vendors and enterprise environments.

 - Build and maintain strong customer relationships and improve Services to maintain customer satisfaction and retention.

 - Own the resolution of all reactive tickets passing through your personal queue in the Enterprise support Incident management system.

 - Implement and deliver all assigned proactive tasks as identified by the Service Delivery Operations Manager and in Service Descriptions.

 - Centralise technical support for Field Engineers when requested (providing technical support for onsite incidents and problems, prestaging, configuration of cloud elements etc).

 - Provide escalation to other lines of support group wide (eg 1st and 2nd line Connectivity, IT Support) gathering information and demonstrating excellent troubleshooting acumen.

-Have a sound understanding of networking and cyber security concepts (LAN, WLAN, WAN, Firewalls)

 - Attain and maintain appropriate certifications across the Enterprise portfolio.