As a 2nd Line Network Engineer, your primary responsibility is to provide technical support and assistance to customers experiencing technical issues. You will often be the go-to person for resolving advanced technical challenges that require a high level of knowledge and expertise.
Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.
In addition to providing direct support, you will also follow processes and perform administrative functions. This includes working closely with the 3rd Line resolver teams to investigate incidents affecting the supported platforms, whether detected by our monitoring toolset or reported through the Service Desk ticket logging process.
A solid theoretical knowledge base is crucial for a 2nd Line Engineer, as it enables you to troubleshoot and resolve issues effectively, ensuring the smooth operation of our systems and maintaining a high level of service for our customers.
Shift Pattern:
4 shifts On - Fri to Monday, including weekends – 8:00am to 6:00pm
3 Days Off - Tues to Thurs
What you will do
* Investigating and resolving technical issues escalated from 1st line support and providing end users with a technical solution covering some of the below areas:
* Incident Diagnostics and Assistance
* Log Monitoring and Analysis
* Rule base Auditing and Advisory
* Device Software Upgrades, Patches, and Bug Fixes
* Configuration Backup / Restore
* Rule base and Network Configuration Change Management
* Collaborating with 3rd line support to resolve critical issues
* Maintain technical accreditations in line with catalogued services.
* Set up and complete scheduled tasks when required.
* Escalate and work with vendors when needed.
* Provide handovers to the following shift pattern
* Raise potential service issues with Problem and Incident Management.
* Recommend and deploy changes via the change management process when needed.
* Take part in shadowing activities and the facilitation of learning.
* Assist the Service Desk and Desk and 1st Line Engineers as required.
* Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
* Provide technical assistance to the transition of new customers.
* Provide remote support on a rota:
* 4 shifts – Weekend Day – 8:00am to 6:00pm
* 3 Days - Off
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
What we expect of you
Minimum basic requirements
* 2-3 years of experience in a similar SLA-driven support role.
* Proven experience delivering projects and complex changes.
* Extensive knowledge working within a Cisco Switch/Router environment.
* Good level of knowledge/experience in the following technologies (Certification an advantage)
* Fortinet
* Checkpoint
* Palo Alto
* Cisco
* Cisco Meraki
* HP Aruba
* F5
* Azure and AWS
Preferred skills, experience, and qualities needed
* Netscaler / F5 Load balancers
* HP Switching
* Cisco Knowledge (Wireless, SD-WAN, DNAC, ISE, ACI) preferably
* Security Clearance (SC) or ability to obtain
* Experienced in ITIL best practices