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 life cycle.
• 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.
• ServiceNow experience.
• Relevant networking certifications such as CCNA, CCNP, NSE, or equivalent.
• Previous experience working within a Managed Service Provider (MSP) environment.