24/7 NOC Engineer — 2nd Line Network Support

ECS Resource Group; Metropolitan Borough of Solihull; On-site; GBP 42,000 - 62,000; Full time

Job summary

ECS Resource Group is seeking a talented 2nd Line Network Engineer to join a brand-new 24/7 support team. You will diagnose and resolve complex connectivity issues across enterprise networks, restoring services quickly and maintaining high customer satisfaction around the clock.

You will own incidents end-to-end, work with third-party vendors, and document all steps. The role requires strong network troubleshooting, a proactive attitude, and excellent communication to support customers 24/7.

Qualifications

• 2nd line network support experience.
• Experience with Cisco routing/switching.
• Experience with firewall networking.
• Experience with ITSM/ticketing (ServiceNow).

Responsibilities

• Taking ownership of network-related incidents through to resolution.
• Providing technical support via phone, monitoring platforms, and ticketing systems.
• Troubleshooting routing, switching, firewall, wireless, and connectivity issues.
• Accessing and supporting customer network infrastructure remotely.
• Investigating performance issues, outages, and monitoring alerts.
• Managing escalations and working with vendors.
• Maintaining accurate documentation and incident records.
• Participating in major incident response and 24/7 shift handovers.
• Delivering excellent customer service while maintaining SLA performance.
• Experience in 2nd Line Network Support or NOC/Service Desk roles.
• Strong troubleshooting and incident management skills.
• Exposure to Cisco, Meraki, Extreme, Fortinet, and other vendors.

Skills

Cisco Routing

NOC/2nd line support

ITSM/ServiceNow

Customer service

Tools

Meraki

Extreme

Fortinet

Job description

ECS Resource Group is seeking a talented 2nd Line Network Engineer to join a brand-new 24/7 support team. You will diagnose and resolve complex connectivity issues across enterprise networks, restoring services quickly and maintaining high customer satisfaction around the clock.

You will own incidents end-to-end, work with third-party vendors, and document all steps. The role requires strong network troubleshooting, a proactive attitude, and excellent communication to support customers 24/7.