2nd line Network Support Engineer

What You'll Do

• Provide 2nd line support for customer network environments, acting as an escalation point for complex networking incidents within the NOC.
• Monitor, troubleshoot, and maintain customer network infrastructure across LAN, WAN, Wi-Fi, VPN, and firewall technologies.
• Support and administer Fortinet / FortiGate firewall environments across multiple customer estates.
• Investigate and resolve network incidents, outages, and performance degradations in line with SLA targets.
• Carry out network changes, standard service requests, and planned maintenance activities.
• Support project work including network installations, upgrades, migrations, and customer onboarding.
• Escalate complex issues to senior engineers or third parties where appropriate, providing clear diagnostics and context.
• Liaise with vendors, ISPs, and third-party support providers to drive issue resolution.
• Maintain accurate technical documentation, network diagrams, and ticket updates.
• Contribute to proactive monitoring, alerting improvements, and service optimisation across managed customer environments.
• Ensure all work is delivered in line with security and compliance standards.

What You'll Need

• Proven experience in a 2nd line network support / NOC / MSP environment.
• Strong hands-on experience supporting Fortinet / FortiGate firewalls in production environments.
• Good understanding of core networking principles including routing, switching, VLANs, VPNs, NAT, DNS, and DHCP.
• Experience troubleshooting LAN, WAN, wireless, and firewall-related issues.
• Familiarity with dynamic routing protocols such as BGP and OSPF would be advantageous.
• Experience with additional vendors such as Cisco, Aruba, Meraki, or Ubiquiti is beneficial.
• Familiarity with network monitoring and alerting tools such as PRTG, SolarWinds, or similar.
• Ability to troubleshoot methodically and remain calm under pressure during incidents.
• Strong communication skills with the ability to explain technical issues clearly to customers and internal teams. Good documentation and ticket hygiene within an ITIL-aligned support environment.
• Relevant certifications such as Fortinet NSE / FCP, CCNA, or equivalent are desirable.

What You'll Love

• Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
• Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
• Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
• Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
• Team Spirit: Join a friendly team and engage in various social events organised throughout the year.

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers' needs for a quick response.

We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online back-up, Hosted Desktop, and Hosted Network Monitoring. [Employer hidden — sign up to reveal] provides a full support service which includes a 24-hour helpdesk, network monitoring and on-site support.

[Employer hidden — sign up to reveal]'s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.

We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country.

As a service-centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person's potential in building a successful career with [Employer hidden — sign up to reveal].

Core Values We align ourselves to a core set of values & behaviours:

• For the changemakers: For those who aren't afraid to push boundaries and challenge the norm. Always one step ahead, we're here to ignite innovation and propel businesses forward. We know that when tech runs flawlessly, everything else follows suit – giving our customers the space to pursue their next bold idea.
• For the go-getters: We're driven to stay curious and meet each challenge head-on, crafting future-proof solutions that empower others. We analyse, critique, and execute with precision, knowing excellence lies in the details and true support means always showing up. Our track record reflects a commitment to real, lasting results that let charities care, cafés pour, and cities grow. For those who drive forward and make good on every promise, we're here.
• For the straight talkers: We'll always tell you what you need to hear, not what you want to hear. Navigating tech can be complicated, but the way forward shouldn't be. We keep it real, clear, and helpful, guiding you every step of the way.