Level 2 Network Support Engineer

Position Summary

We are seeking an experienced L2 Network Support Engineer to join our dynamic team at Elevate in Manchester. This role is key in a fast‑paced, customer‑centric managed service provider environment. You will manage complex technical issues, conduct health checks and audits, and support our expanding fibre rollout.

• 9 January 2026

• Department:
  Network Operations
• Location:
  
  Manchester (Head Office)

• £35,000 / year

• Receive and handle inbound customer and partner support queries, faults and service requests ensuring they are resolved within pre‑defined SLAs
• Troubleshoot and resolve customer issues related to WLAN solutions, including access point configuration, RF optimisation and client connectivity problems
• Provide troubleshooting and resolutions of LAN switching and routing problems, including performance issues
• Diagnose and resolve firewall‑related customer issues, including firewall rule configuration, VPN troubleshooting, and security policy enforcement
• Maintain customer firewalls, including policy creation, VPN configuration (IPSec, SSL) and intrusion prevention system (IPS) management
• Provide 2nd line support for customer LAN services, resolving complex technical issues and service requests
• Document troubleshooting steps and any updates to in‑life solutions accurately and comprehensively via the internal ticketing system and knowledge base
• Perform regular health checks on customer estate as well as audits to ensure compliance with security policies and best practice
• Produce Reason for Outage (RFO) reports liaising internally and with suppliers
• Organise access to Elevate maintained infrastructure within Data Centres and local exchanges
• Notify customers about internal and supplier planned maintenance
• Participate in a 24/7 on call rota
• Provide technical guidance and mentorship to junior engineers
• Other duties as required by your line manager

• Minimum of 2‑3 years in a network support role, ideally within a managed service provider environment
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing and switching
• Demonstrable experience with WLAN technologies, including configuration, troubleshooting and management
• Experience with firewall administration and troubleshooting, preferably with Fortinet products
• Proficiency in using network monitoring and diagnostic tools
• Passionate about delivering outstanding customer service, with a genuine desire to exceed expectations
• Ability to interpret network diagrams and documentation
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non‑technical audiences
• Ability to multitask and thrive in a fast‑paced environment
• Excellent problem solving and analytical skills

• CCNA, FCA, JNCIA‑MistAI, CWNA Certified or equivalent
• A degree in computer networking, science, engineering or related field
• Experience configuring, maintaining and debugging network equipment from vendors such as Juniper, Fortinet, Ruckus and Cisco
• Understanding of WAN technologies such as DIA, Ethernet WAN, VPNs, SD‑WAN, MPLS and Broadband

• Birthday off
• Day off to move house
• £500 Wedding bonus + day off
• £500 Baby bonus for special life events
• Free monthly breakfasts and team socials
• 25 days annual leave plus Bank Holidays (option to purchase 5 additional days)
• Private Healthcare for you and your family
• Contributory pension scheme with salary sacrifice and 4× life assurance
• Paid wellbeing day for personal use

Entry level

Full‑time

Information Technology

Technology, Information and Internet