2nd Line Network Engineer

2nd Line Network Engineer

Solihull | Competitive, DOE | Office-based - Must drive due to location

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

What we're looking for

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

What's in it for you </p...