Salary: £35,000 - 45,000 per year Requirements:
* A full UK driving licence.
* Fortinet Certified Professional Network Security (NSE 5 / 7).
* Experience in technical support roles, ideally in a business ISP or MSP environment.
* Strong communication skills with a professional phone manner.
* A methodical and proactive troubleshooting approach.
* Willingness to take on new challenges and learn on the job.
* Comfortable working independently and as part of a small team.
* Experience with VoIP and broadband technologies.
* Networking fundamentals including LAN/WAN, routers, switches, and firewalls.
* Strong knowledge of IP protocols at the packet level.
* Self-motivated, with the ability to effectively manage time and work independently.
* Excellent customer service skills.
* Strong verbal and written communication skills.
* Familiarity with DNS records.
Responsibilities:
* Providing 2nd line support across our range of services.
* Handling 1st line tasks as needed.
* Supporting both small and large customers, including critical corporate environments.
* Participating in the out-of-hours support rota.
* Visiting customer sites when required.
Technologies:
* Ethernet
* FortiGate
* Support
* LAN
* Network
* Security
* Linux
* MPLS
* VMware
* Windows
More:
We are looking for a 2nd Line Support Engineer (with some 1st line responsibilities) to join our small, friendly support team at our business-focused ISP. This role is hands-on and varied, providing the opportunity to work across a wide array of technologies and services. You will be supporting our business customers across multiple services including Ethernet, broadband, voice (VoIP and PSTN), security, and hosting.
Our customer base ranges from small sole traders to large corporate clients with complex, multi-site Layer 2 networks and advanced FortiGate security systems, hosting business server clusters with us. The role is primarily office-based at our location in the ST5 area of Stoke, with some travel to customer sites, sometimes on short notice.
You will be part of a small team handling both 2nd and 1st line support, so you should be confident in managing both tasks, possess a good phone support manner, and have the ability to address technical support issues. Being on call/call-out is shared, but typically you would only receive about an hour of actual calls out of office hours each month.
This is a varied role within a well-established business offering a competitive salary, job satisfaction, and security. We invite you to apply and offer an excellent opportunity to broaden your technical experience in a supportive environment while working with a diverse range of technologies and clients. Job Types: Full-time, Permanent; Pay: £35,000.00-£45,000.00 per year.
last updated 40 week of 2025