About the Role
<strong>Role: 2nd Line Network Engineer</strong><br><br><strong>Location:</strong> Solihull, Birmingham (Fully On-site)<br><br><strong>Salary:</strong> £35,000 - £38,000<br><br><strong>Shift Pattern:</strong> Monday to Friday, 8:00am – 6:00pm (rotational coverage)<br><br>Network IT are working with a leading <strong>Managed Service Provider (MSP)</strong> to recruit a talented <strong>2nd Line Network Engineer</strong> to join their growing technical support team.<br><br>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.<br><br><strong>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.</strong><br><br><strong>Role Overview</strong><br><br>As a <strong>2nd Line Network Engineer</strong>, 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.<br><br>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.<br><br><strong>Key Responsibilities</strong><br><br><ul><li>Provide 2nd line technical support for networking and connectivity-related incidents and service requests.<br><br></li><ul><li>Troubleshoot and resolve issues across routing, switching, wireless, security, and broadband technologies.<br><br></li><li>Manage tickets through to resolution, ensuring all SLA commitments are achieved.<br><br></li><li>Perform detailed technical diagnostics and identify appropriate escalation paths where required.<br><br></li><li>Deliver clear and professional communication to customers throughout the support lifecycle.<br><br></li><li>Monitor network performance and proactively investigate service-impacting issues.<br><br></li><li>Work closely with third-party suppliers to coordinate fault resolution and service restoration.<br><br></li><li>Maintain accurate support documentation, ticket updates, and customer records.<br><br></li><li>Support continuous improvement initiatives across tools, processes, and technical standards.<br><br></li><li>Collaborate with senior engineers and technical leads on complex support cases.<br><br></li></ul></ul><strong>Essential Skills & Experience</strong><br><br><ul><li>Proven experience in a 2nd Line Network Engineer, Network Support Engineer, or similar role.<br><br></li><ul><li>Strong knowledge of Cisco Routing & Switching technologies, including ISR, ASR, Catalyst, and Nexus platforms.<br><br></li><li>Experience supporting enterprise networking environments and troubleshooting complex network issues.<br><br></li><li>Strong understanding of VLANs, VPNs, routing, switching, and network security principles.<br><br></li><li>Experience working with broadband and connectivity services.<br><br></li><li>Familiarity with firewall technologies and network security best practices.<br><br></li><li>Experience using ticketing systems and working within SLA-driven environments.<br><br></li><li>Excellent troubleshooting and problem-solving capabilities.<br><br></li><li>Strong verbal and written communication skills with the ability to engage effectively with customers and stakeholders.<br><br></li></ul></ul><strong>Desirable Skills</strong><br><br><ul><li>Experience with Fortinet, Palo Alto, Meraki, Juniper, F5, Extreme Networks, or Cisco Wireless technologies.<br><br></li><ul><li>Knowledge of network monitoring and traffic analysis tools.<br><br></li><li>ServiceNow experience.<br><br></li><li>Relevant networking certifications such as CCNA, CCNP, NSE, or equivalent.<br><br></li><li>Previous experience working within a Managed Service Provider (MSP) environment.<br><br></li></ul></ul>