Job Title: 2nd Line Support Engineer – Networking & Infrastructure Support
Location: Birmingham
A growing organisation is seeking a Level 2 Support Engineer with a strong networking and infrastructure background to join their technical support team. This role is ideal for a proactive IT professional who enjoys troubleshooting complex issues across networking, virtualisation, and cloud environments while supporting a busy enterprise infrastructure.
Key Responsibilities
* Provide Level 2 technical support across networking, infrastructure, and cloud services.
* Troubleshoot complex networking issues, including VLANs, routing, and switch configuration.
* Configure and maintain VLANs, ACLs, and firewall policies.
* Diagnose spanning tree issues and network performance problems.
* Support and maintain firewall, switching, and wireless infrastructure.
* Perform firmware and software upgrades on networking equipment.
* Manage and maintain virtualisation environments, including VM lifecycle management.
* Support Microsoft 365 services, including Exchange, Teams, and SharePoint.
* Assist with Azure infrastructure and understand cloud resource fundamentals.
* Support SAN storage environments and understand basic storage architecture.
* Perform remote troubleshooting of technical incidents and service requests.
* Work within an ITSM ticketing system, managing incidents, prioritisation, and escalation.
* Maintain and update technical documentation and knowledge base articles.
* Assist with backup technologies and data protection processes.
Qualifications & Experience
* Strong troubleshooting and analytical problem‑solving skills.
* Experience supporting Level 2 technical functions across networking, infrastructure, and cloud services.
* VLAN configuration and management.
* Static routing on switches and firewalls.
* ACL creation and modification.
* Inbound and outbound firewall policy creation.
* Spanning tree troubleshooting.
* Experience supporting at least one network vendor such as Check Point or Juniper.
* Switching experience with HPE or Aruba.
* Wireless network experience with HPE Aruba or Cisco.
* Experience supporting virtual environments including Hyper‑V.
* Microsoft 365 support experience.
* Experience with Azure infrastructure.
* Experience with SAN storage environments.
* Experience with backup technologies and data protection processes.
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