2nd Line Network Engineer 24/7

TN United Kingdom; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is looking for a dedicated support engineer to manage and resolve customer service tickets. This role requires a blend of technical expertise in networking principles and a strong commitment to customer communication. The ideal candidate will possess knowledge in various switching and routing protocols, as well as experience with leading networking tools and platforms. You'll thrive in a dynamic environment that values innovation and teamwork, ensuring that customer projects are implemented smoothly and effectively. Join a forward-thinking company that champions professional development and a positive work culture.

Qualifications

• Knowledge of networking principles equivalent to CCNA R&S or JNCIS-ENT level.
• Excellent verbal and written communication skills with a professional phone manner.
• Eager to learn and develop technical skills.

Responsibilities

• Troubleshooting customer technical faults and driving fault resolution.
• Regular communication with existing customers and managing support tickets.
• Documentation of customer solutions and providing resources for new projects.

Skills

Networking Principles (CCNA R&S or JNCIS-ENT)

Layer 2 Switching Protocols (STP, Dot1Q, QinQ, VPLS)

Layer 3 Routing Protocols (BGP, OSPF, EIGRP)

Excellent Communication Skills

Ability to Work Under Pressure

Teamwork and Initiative

Technical Skills Development

Education

CCNA Certification

CCNP Certification

JNCIS Certification

Tools

Cisco

Meraki

Aruba

Fortinet

Wireshark

Unix-based Operating Systems

Python

Bash

Job description

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Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

24/7 Shifts - 2 days (7am - 7pm), followed by 2 nights (7pm - 7am), followed by 4 days off

Overall purpose of the job:

To manage and own support tickets related to existing customer services and to work closely with the 3rd level engineers who provide internal escalation support.

Key responsibilities for this job:

• Troubleshooting customer technical faults and driving fault resolution
• Regular communication verbally and in writing with existing customers
• Take ownership and effectively manage support tickets, including incidents and change requests
• Documentation of customer solutions – OSS System, Visio diagrams, technical summaries
• Provide resources to the solution delivery team in supporting the configuration and implementation of new customer projects

Technical Environment:

• Switching: Cisco, Meraki, Aruba, HP, Dell, Juniper
• Wireless: Cisco, Meraki, Aruba
• SD-WAN: Citrix, Viptela, Meraki, Fortinet, Nuage

Knowledge and experience required:

• Knowledge of networking principles equivalent to CCNA R&S or JNCIS-ENT level
• Knowledge of layer 2 switching protocols such as STP, Dot1Q, QinQ, VPLS
• Knowledge of layer 3 routing protocols such as BGP, OSPF, EIGRP, HSRP, VRRP
• Excellent verbal and written communication skills with a professional phone manner
• Flexible approach to work with the ability to work effectively under pressure
• Ability to work in a team with minimal supervision, using own initiative
• Responsible and willing to take ownership
• Eager to learn and develop technical skills
• Positive and professional attitude

Desirable knowledge and experience:

• Certifications such as CCNA, CCNP, and/or JNCIS
• Experience with Unix-based operating systems
• Programming and scripting experience (Python, Bash)
• Juniper platform configuration experience, particularly SRX and EX series
• Firewall configuration experience with Fortigate, Palo Alto, Cisco ASA
• Experience with Alcatel SR & ESS
• Experience using networking test tools such as Wireshark