2nd Line Network Support Analyst 24/7 Shift (4 on 4 off)

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

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.