2nd/3rd Line Network Support Engineer

2nd Line Network Support Engineer

Leeds (Hybrid 2-3 days office)

Permanent | £35,000–£50,000 DOE + £5,000 On-Call Allowance

An established and award-winning technology services provider is seeking a highly skilled 2nd Line Network Support Engineer to join its growing Managed Services team. This role is ideal for a motivated engineer with strong technical expertise and excellent customer-facing skills.

About the Role

Based in Leeds with hybrid working, you will be responsible for the day-to-day support and proactive management of customer networks. Working within an experienced team, you’ll handle incidents and service requests via phone, email, and online portals.

You will work on a rotating shift pattern (8am–4pm / 10am–6pm) and take part in an on-call rota (1 week in 4).

Training opportunities are available across supported technologies, but the ability to hit the ground running is essential.

Key Responsibilities

• Act as a technical escalation point for network issues, supporting and mentoring other team members.
• Monitor, troubleshoot, and optimise customer network performance.
• Maintain firewalls, switches, and other network equipment to current stable versions.
• Implement and maintain secure network policies and access controls.
• Support customer environments, including remote and on-site users.
• Work to SLAs and communicate clearly where risks arise.
• Help improve processes, documentation, and knowledge bases.
• Follow internal and customer change-management procedures.
• Keep all documentation accurate and up to date.

Required Experience

Technical Background (3–4+ years)

• Strong knowledge of: BGP, OSPF, VXLAN
• Experience troubleshooting advanced network issues (config, routing, performance, hardware/software faults)
• Excellent communication and documentation skills
• Ability to analyse complex data and develop solutions
• Exposure to multi-vendor environments: HP, Juniper, F5, Citrix, Check Point, Fortinet, Palo Alto, VMware NSX
• Valid UK Driving Licence and access to a vehicle

Product Experience (One or more of the following technologies preferred)

• Cisco Catalyst (incl. 9000/8000 series)
• Cisco ASR/ISR routers
• Cisco ASA & Firepower (ASA/FTD)
• Cisco Nexus (NX-OS)
• Cisco ACI (multi-pod / multi-site)
• Cisco HyperFlex
• Cisco ISE
• Cisco DNAC / SD-Access
• Cisco SD-WAN (Viptela)
• VMware ESXi & vCentre
• Windows & Linux

Desirable Skills

• Cisco certifications (CCNA/CCNP preferred not essential)
• Experience in ISO27001 environments
• Scripting skills (Python, PowerShell, Bash)
• Experience implementing agentic or generative AI solutions