2nd Line Network Engineer
United Kingdom
Full Time
2 hours ago
No Sponsorship
Key skills
DNSFirewallsITSMServiceNowSwitchingVMwareSales
About this role
Role Overview
- Act as the final point of technical escalation for complex network and infrastructure issues
- Maintain high levels of network availability through best practices, maintenance, and failover testing
- Troubleshoot and resolve incidents, problems, and changes in line with ITIL standards
- Provide clear and professional updates to customers via phone and email
- Maintain accurate records in ITSM systems with detailed technical notes
- Liaise with third-party vendors to manage and progress support cases
- Collaborate with Service Delivery Managers and Team Leaders on continuous improvement initiatives
- Ensure all work meets or exceeds agreed SLAs and KPIs
- Build strong customer relationships and act as a trusted technical advisor
- Support pre-sales and professional services teams with solution design and delivery
- Mentor and support junior engineers within the team
Requirements
- Strong technical expertise in: Juniper networking (including Mist wireless)
- Switching technologies (Aruba or Cisco)
- Routing and wireless networking
- Firewalls (Fortinet, Cisco, Palo Alto, Checkpoint)
- VLAN configuration and routing
- Network Access Control (Cisco ISE / Aruba ClearPass)
- DNS, DHCP, and certificate services
- VMware ESX hosting
- Experience with ITSM tools (e.g., ServiceNow)
- 3–5 years’ experience in a 3rd Line or senior infrastructure role
- Background in a Managed Services environment
- Strong troubleshooting and incident management skills
- Cisco CCNP (or equivalent knowledge)
- Desirable
- Experience with Infoblox DDI solutions
- Desirable
- Familiarity with ISO 27001 or Cyber Essentials
- Desirable
- ITIL v4 Foundation certification
- Desirable
- Experience managing major incidents, problem, and change processes
- Desirable
- Security clearance (BPSS or SC)
- Desirable
Tech Stack
- DNS
- Firewalls
- ITSM
- ServiceNow
- Switching
- VMware
Benefits
- Support a 24/7 service model via on-call rota participation
- Flexible to work onsite with customers when required
- Participation in on-call rota for high-priority incidents
- Professional conduct with colleagues, customers, and stakeholders at all times