2nd Line IT Network Support

This is a network-focused L2 Engineer position rather than a traditional desktop support role. The successful candidate will support, troubleshoot and maintain business-critical network infrastructure, while acting as an escalation point for 1st Line Engineers.

Key Responsibilities

· Provide remote technical support and incident resolution.

· Act as an escalation point for 1st Line Engineers.

· Troubleshoot hardware, software and network-related issues.

· Support Active Directory, Microsoft 365, Intune and related technologies.

· Manage multiple tickets while meeting SLA requirements.

· Maintain customer documentation and follow-up actions.

· Support and troubleshoot switches, firewalls, VPNs, VLANs and wireless networks.

Essential Experience & Knowledge

· Strong background in network engineering and network support within a commercial environment.

· Advanced understanding of routing, switching, VPNs, VLANs, subnetting and wireless networking.

· Switch configuration and troubleshooting.

· Firewall configuration and troubleshooting.

· VPN configuration and support.

· VLAN implementation and troubleshooting.

· IP addressing and subnetting.

· Commercial WiFi deployment and troubleshooting.

· Network monitoring and diagnostics.

· Experience supporting and maintaining business-critical network infrastructure.

· Excellent verbal and written English communication skills.

· Experience working within an IT Service Desk environment.

Ideal Candidate Profile

The ideal candidate has hands-on experience supporting and configuring network infrastructure including switches, firewalls, VPNs, VLANs and commercial WiFi environments. Candidates whose experience is primarily desktop support, password resets, hardware support or Microsoft 365 administration without significant networking exposure are unlikely to be suitable.

Desirable Experience

· Managed Service Provider (MSP) experience.

· Fortigate firewall experience.

· Aruba and/or Ruckus wireless networking experience.

· Microsoft Azure (Entra ID / Azure Virtual Desktop).

· Veeam Backup.

· Virtualisation technologies (VMware / Hyper-V).

· Remote Desktop technologies.

Qualifications & Certifications

· Diploma or Degree in Information Technology, Computer Science or related field.

· CompTIA A+.

· Microsoft 365 Fundamentals (MS-900)

· Microsoft Azure Fundamentals (AZ-900)