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 and Experience
- Proven experience in a 2nd Line Network Engineer, Network Support Engineer, or similar role.
- Strong knowledge of Cisco Routing and 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, Juni