Network Support Engineer

Role Overview

• Provide 2nd line support for customer network environments, acting as an escalation point for complex networking incidents within the NOC.
• Monitor, troubleshoot, and maintain customer network infrastructure across LAN, WAN, Wi-Fi, VPN, and firewall technologies.
• Support and administer Fortinet / FortiGate firewall environments across multiple customer estates.
• Investigate and resolve network incidents, outages, and performance degradations in line with SLA targets.
• Carry out network changes, standard service requests, and planned maintenance activities.
• Support project work including network installations, upgrades, migrations, and customer onboarding.
• Escalate complex issues to senior engineers or third parties where appropriate, providing clear diagnostics and context.
• Liaise with vendors, ISPs, and third-party support providers to drive issue resolution.
• Maintain accurate technical documentation, network diagrams, and ticket updates.
• Contribute to proactive monitoring, alerting improvements, and service optimisation across managed customer environments.
• Ensure all work is delivered in line with security and compliance standards.

Requirements

• Proven experience in a 2nd line network support / NOC / MSP environment.
• Strong hands-on experience supporting Fortinet / FortiGate firewalls in production environments.
• Good understanding of core networking principles including routing, switching, VLANs, VPNs, NAT, DNS, and DHCP.
• Experience troubleshooting LAN, WAN, wireless, and firewall-related issues.
• Familiarity with dynamic routing protocols such as BGP and OSPF would be advantageous.
• Experience with additional vendors such as Cisco, Aruba, Meraki, or Ubiquiti is beneficial.
• Familiarity with network monitoring and alerting tools such as PRTG, SolarWinds, or similar.
• Ability to troubleshoot methodically and remain calm under pressure during incidents.
• Strong communication skills with the ability to explain technical issues clearly to customers and internal teams. Good documentation and ticket hygiene within an ITIL-aligned support environment.
• Relevant certifications such as Fortinet NSE / FCP, CCNA, or equivalent are desirable.

Tech Stack

• DNS
• Firewalls
• Switching

Benefits

🌴 Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.📚 Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.🌟 Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.🤝 Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.🎉 Team Spirit: Join a friendly team and engage in various social events organised throughout the year.