2nd Line Network Engineer

Wavenet; Metropolitan Borough of Solihull; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Office‑Based

Annual leave 25 days (+1 per year)

Private medical coverage

Wellbeing program

Wavenet Academy LMS

Job summary

Wavenet is seeking a skilled 2nd Line Network Engineer to join our Service Operations team in the United Kingdom. You will provide advanced technical support across networking and security, diagnose incidents, and ensure service requests are handled to a high standard.

You will perform second-line diagnostics, work with clients via phone and email, manage tickets to meet SLA targets, and maintain thorough documentation of client infrastructure and troubleshooting steps.

Qualifications

• Proven technical experience in networking and security support.
• Strong diagnostic and administration skills across Cisco routing & switching, Cisco management tools, firewall configuration and incident response.
• Familiarity with VLANs, VPNs, network security principles and knowledge of Meraki, Fortinet and Palo Alto solutions (preferred).
• Hands-on experience in firewall configuration and incident response, monitoring network performance with traffic analysis tools.

Responsibilities

• Provide second-line diagnostics and fixes for customer incidents, escalating when necessary.
• Work with clients via phone and email, keeping them updated at all stages.
• Prioritise and manage tickets to meet SLA targets.
• Maintain accurate documentation in the Help Desk System.
• Liaise with 3rd-party suppliers to resolve hardware, software, and connectivity issues, ensuring SLA targets are met.
• Contribute to knowledge sharing and assist colleagues in resolving complex issues.

Job description

Job Description

We are looking for a skilled 2nd Line Network Engineer to join our Service Operations team. You’ll be responsible for providing advanced technical support to Wavenet customers, diagnosing and resolving network incidents, and ensuring service requests are handled to the highest standard. This is a hands‑on technical role requiring strong troubleshooting skills across a range of networking and security technologies.

What You’ll Be Doing

• Technical Support – Provide second‑line diagnostics and fixes for customer incidents, escalating when necessary.
• Customer Care – Work closely with clients via phone and email, ensuring issues are resolved effectively and customers are kept updated at all stages.
• SLA Management – Prioritise and manage tickets to meet contractual service levels.
• Documentation – Maintain accurate and up‑to‑date records in the Help Desk System, including client infrastructure details and troubleshooting steps.
• Collaboration – Liaise with 3rd‑party suppliers to resolve hardware, software, and connectivity issues, ensuring SLA targets are met.
• Continuous Improvement – Contribute to knowledge sharing within the team by updating documentation and supporting colleagues in resolving complex issues.

Qualifications

Skills & Experience You’ll Need

• Proven technical experience in networking and security support.
• Strong diagnostic and administration skills across some/all of the following:
  • Cisco Routing & Switching (ISR, ASR, Catalyst, Nexus 1–7K)
  • Cisco management tools and wireless platforms (controllers & access points)
  • Cisco ACE and F5 configuration and troubleshooting
  • Juniper & Extreme Firewalls
  • Tier 2 Broadband support, including traffic shaping
  • Experience with VLANs, VPNs, and network security principles
  • Knowledge of Meraki, Fortinet, and Palo Alto solutions (preferred)

Hands‑on experience in:

• Firewall configuration and incident response
• Monitoring and analysing network performance using traffic analysis tools
• Excellent communication skills, with the ability to interact with all stakeholders including Directors.
• Strong attention to detail and accuracy in documentation.

What Success Looks Like

• Timely resolution or escalation of technical incidents.
• High levels of customer satisfaction through clear and professional communication.
• Accurate and comprehensive documentation of tickets and client systems.
• Meeting SLA commitments consistently.
• Proactive collaboration with both customers and suppliers.

Additional Information

Here’s a closer look at what we offer:

• Office‑Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in‑person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user‑friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.