2nd Line Network Engineer

Role: 2nd Line Network Engineer

Location:

Solihull, Birmingham (Fully On-site)

Salary: £35,000 - £38,000

Shift Pattern:
Monday to Friday, 8:00am – 6:00pm (rotational coverage)

Network IT are working with a leading Managed Service Provider (MSP) to recruit a talented 2nd Line Network Engineer to join their growing technical support team.

This is an excellent opportunity for a networking professional with strong troubleshooting skills and experience supporting enterprise network environments. You'll be joining a highly skilled team responsible for delivering exceptional support across a range of customer infrastructures, providing both incident resolution and technical expertise across complex networking technologies.

This role requires you to be on-site Monday to Friday in Solihull, on a rotational shift pattern between 8:00am and 6:00pm. Please only apply if you can accommodate to this arrangement.

Role Overview

As a 2nd Line Network Engineer, you will be responsible for providing technical support and issue resolution for a diverse customer base, performing advanced diagnostics and troubleshooting across network infrastructures and connectivity services. You will work closely with customers, third-party suppliers, and internal technical teams to ensure incidents and service requests are resolved efficiently whilst maintaining excellent customer service levels.

This role requires a technically capable and customer-focused individual who can manage multiple priorities, work effectively under pressure, and take ownership of issues through to resolution. You'll gain exposure to a broad range of networking technologies, including Cisco, Fortinet, Meraki, Extreme Networks, broadband services, firewalls, switching, routing, and network security platforms.

Key Responsibilities

Provide 2nd line technical support for networking and connectivity-related incidents and service requests.

Troubleshoot and resolve issues across routing, switching, wireless, security, and broadband technologies.

Manage tickets through to resolution, ensuring all SLA commitments are achieved.

Perform detailed technical diagnostics and identify appropriate escalation paths where required.

Deliver clear and professional communication to customers throughout the support lifecycle.

Monitor network performance and proactively investigate service-impacting issues.

Work closely with third-party suppliers to coordinate fault resolution and service restoration.

Maintain accurate support documentation, ticket updates, and customer records.

Support continuous improvement initiatives across tools, processes, and technical standards.

Collaborate with senior engineers and technical leads on complex support cases.

Essential Skills & Experience

Proven experience in a 2nd Line Network Engineer, Network Support Engineer, or similar role.

Strong knowledge of Cisco Routing & Switching technologies, including ISR, ASR, Catalyst, and Nexus platforms.

Experience supporting enterprise networking environments and troubleshooting complex network issues.

Strong understanding of VLANs, VPNs, routing, switching, and network security principles.

Experience working with broadband and connectivity services.

Familiarity with firewall technologies and network security best practices.

Experience using ticketing systems and working within SLA-driven environments.

Excellent troubleshooting and problem-solving capabilities.

Strong verbal and written communication skills with the ability to engage effectively with customers and stakeholders.

Desirable Skills

Experience with Fortinet, Palo Alto, Meraki, Juniper, F5, Extreme Networks, or Cisco Wireless technologies.

Knowledge of network monitoring and traffic analysis tools.

Service Now experience.

Relevant networking certifications such as CCNA, CCNP, NSE, or equivalent.

Previous experience working within a Managed Service Provider (MSP) environment