2nd Line Network Support Analyst (24/7 Shift)

ECS Resource Group; Metropolitan Borough of Solihull; On-site; GBP 35,000 - 52,000; Full time

Job summary

ECS Resource Group is hiring a 2nd Line Network Support Analyst to join a brand-new 24/7 support team in the UK. You will provide advanced diagnostics and support across enterprise networks, troubleshoot complex connectivity issues, and restore services to keep customers online around the clock.

You'll work on 12-hour shifts (7am-7pm and 7pm-7am) with a 4 on/4 off pattern, handling incidents, escalations, and documentation while collaborating with vendors and internal teams to uphold strong SLAs.

Qualifications

• 2nd line network support experience or similar role.
• Experience supporting Cisco networking equipment and security solutions.
• Eligible for UK SC Security Clearance.

Responsibilities

• Own network incidents from detection to resolution.
• Provide support via phone, monitoring platforms and ticketing systems.
• Troubleshoot routing, switching, firewall, wireless and connectivity issues.
• Remotely access and support customer network infrastructure.
• Investigate performance issues, outages and alerts.
• Coordinate with vendors and third parties during escalations.
• Keep accurate incident records and documentation.
• Participate in 24/7 shift handovers and major incidents.
• Maintain SLA performance and deliver excellent customer service.

Skills

Troubleshooting

Communication

Incident management

ITSM/ServiceNow

Security-minded

Tools

Cisco Routing & Switching

Cisco Security & Firewalls

Cisco Wireless

WAN/MPLS/VPN

VLANs

VPN

Palo Alto

Fortinet

Network Monitoring Tools

Job description

2nd Line Network Support Analyst (24/7 Shift)

Permanent | 4 on / 4 off Shift Pattern

12-hour shifts (7am-7pm & 7pm-7am)

We're seeking a talented 2nd Line Network Support Analyst to join a brand-new 24/7 support team, providing advanced diagnostics and support across enterprise networking environments. You'll play a key role in troubleshooting complex connectivity issues, restoring services quickly, and ensuring customers receive exceptional support around the clock.

What You'll Be Doing

• 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 closely with third-party suppliers and vendors.
• Maintaining accurate technical documentation and incident records.
• Participating in major incident response and structured 24/7 shift handovers.
• Delivering excellent customer service while maintaining SLA performance.
• Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role.
• Strong troubleshooting and incident management skills.
• Experience supporting:
• Cisco Routing & Switching (ISR, ASR, Catalyst, Nexus)
• Cisco security and firewall technologies
• Cisco Wireless Solutions
• Broadband, WAN and connectivity services
• VLANs and VPNs
• Experience working with networking vendors such as Cisco, Meraki, Extreme, or Fortinet.
• Strong understanding of network security principles.
• Experience with ITSM/ticketing systems, ideally ServiceNow.
• Excellent communication and customer service skills.
• Must be eligible for SC Security Clearance.
• Experience within a 24/7 support or NOC environment.
• Exposure to enterprise networking technologies including Palo Alto and FortiGate.
• Cisco, Fortinet or other relevant networking certifications.
• Experience with network monitoring and traffic analysis tools

About You

You'll be a proactive and customer-focused engineer with a passion for networking and problem-solving. You thrive under pressure, take ownership of technical issues, and enjoy working in a collaborative environment where no two days are the same. With excellent analytical skills and strong attention to detail, you'll play a key part in ensuring critical customer services remain operational 24/7