2nd Line Network Engineer — Office-Based + 25 Days Leave

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

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.