Network Suuport Engineer; 2nd Line ISP - WAN​/LAN, Gen Firewalls & Wi-Fi

Overview

Level 2 Network Support Engineer – Managed Services

WAN/LAN, Next Gen Firewalls & Wi-Fi

Hybrid – Manchester | Remote supported (minimum 3 days/week in HQ as required)

Salary £35k (overtime available)

We’re partnered with a fast-growing, technology-led managed service provider operating at the cutting edge of full-fibre network infrastructure. With a rapidly expanding national footprint across owned dark fibre, fixed wireless, and next-generation network architecture, this organisation is building an all-star network team to support its continued growth.

Known for its customer-first approach, strong engineering culture, and commitment to innovation, the business is investing heavily in automation, software-defined networking, and NFV to deliver exceptional end-to-end network solutions.

This is an excellent opportunity for an experienced L2 Network Support Engineer to play a key role in a high-performance, customer-centric environment.

As a Level 2 Network Support Engineer, you’ll be responsible for resolving complex network issues, supporting enterprise customers, and maintaining the health and availability of a diverse managed service estate. You’ll work closely with internal teams, suppliers, and customers, acting as a technical escalation point while also mentoring junior engineers.

This is a hands-on role suited to someone who thrives in fast-paced MSP environments and enjoys owning problems end-to-end.

• Handle inbound customer and partner incidents, faults, and service requests within defined SLAs
• Provide 2nd line support for customer LAN
  , WLAN
  , firewall
  , and routing environments
• Troubleshoot WLAN issues including AP configuration, RF optimisation, and client connectivity
• Diagnose LAN switching and routing problems, including performance and stability issues
• Manage and troubleshoot firewalls, including rule configuration, VPNs (IPSec/SSL), and IPS
• Maintain customer firewall policies and security configurations (Fortinet preferred)
• Perform regular customer estate health checks and security audits
• Produce Reason for Outage (RFO) reports, liaising with internal teams and suppliers
• Organise access to managed infrastructure in data centres and local exchanges
• Notify customers of planned maintenance and service-impacting changes
• Accurately document incidents, fixes, and in-life changes within ticketing systems and KBs
• Participate in a 24/7 on-call rota
• Provide technical guidance and mentorship to junior engineers

• 2–3+ years’ experience in a network support role, ideally within an MSP environment
• Strong fundamentals across TCP/IP, DNS, DHCP, VLANs
  , routing
  , and switching
• Hands-on experience supporting WLAN solutions
• Firewall administration and troubleshooting experience (
  Fortinet or Palo Alto highly desirable)
• Experience using network monitoring and diagnostic tools
• Strong customer service mindset with excellent communication skills
• Ability to interpret network diagrams and technical documentation
• Calm, analytical problem solver who thrives in fast-paced environments
• CCNA, FCA, JNCIA-MistAI, CWNA
  , or equivalent certifications
• Degree in networking, computer science, engineering, or related field
• Experience with Juniper, Fortinet, Ruckus, and Cisco technologies
• Understanding of WAN technologies including DIA, Ethernet WAN, VPNs, SD-WAN, MPLS, and Broadband

• Opportunity to work on cutting-edge full-fibre and next-generation network infrastructure
• Strong investment in tooling, automation, and modern network architecture
• Collaborative, engineering-led culture with real career progression
• Hybrid working with flexibility and remote support
• Exposure to large-scale, high-availability customer environments
• Be part of a rapidly growing network team with ambitious plans