Who we Are
Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft, and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.
What you'll be doing
As a 2nd Line Support Engineer, you’ll report to the Regional Support & Operations Manager and split your time between the office and customer sites. In the office, you’ll act as a point of escalation for 1st Line, resolving more complex incidents, managing alerts, and supporting the wider team during busy periods; In the field, you’ll deliver troubleshooting, installations, upgrades, and proactive support, building trusted relationships directly with customers.
You’ll also be part of an on-call rota for out-of-hours support, ensuring our customers receive reliable assistance 24/7 (typically once in every 4 weeks)..
Types of work you'll be involved in are:
* Provide 2nd Line escalation support to resolve complex technical issues (Primarily Microsoft M365, and Networking solutions)
* Configure, build, and maintain firewalls (e.g., SonicWall, WatchGuard), including rules, renewals, and port forwarding
* Support customers with email security issues (DMARC, MX records, SPF, etc.) and assist with cyber insurance requirements.
* Troubleshoot networking issues including LAN/WAN, routing, switching, TCP/IP, DNS, DHCP, VPNs, VoIP, and Wi-Fi.
* Working with our third party vendors to manage hardware/software solutions.
This is a varied and hands-on role, perfect for someone who thrives on solving problems, enjoys face-to-face interaction as much as technical investigation, and wants a true balance between service desk and field engineering.
What we're looking for
* Industry-recognised technical training/certifications (Microsoft, CompTIA, ITIL, CCNA).
* Strong troubleshooting skills with calm, confident problem-solving.
* Previous experience in an MSP or ITIL-driven environment.
* Excellent understanding of Microsoft 365, Azure, and Active Directory/domain administration.
* Knowledge of LAN/WAN, routing/switching, DNS, VPNs, VoIP, and wireless technologies.
* Familiarity with endpoint management tools such as Microsoft Intune.
* Confident communicator, able to simplify technical issues for non-technical users.
* Highly organised, adaptable, and proactive with a “solutions-first” mindset.
What you’ll get from us
* Great prospects - once you’ve got to grips with our systems and processes, you’ll have the opportunity to progress with us.
* Knowledgeable, high-achieving, experienced and fun colleagues
* A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance
* Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us better.