2Nd Line Support Analyst

SmartSourcing plc; Keele; On-site; GBP 35,000 - 45,000; Full time

Job summary

A technology company in Keele is seeking a 2nd Line Support Engineer to provide varied support services. The role involves working hands-on with multiple technologies, ranging from VoIP to security. Ideal candidates will be Fortinet certified and have excellent customer service skills. The position is primarily office-based with occasional site visits, requiring a UK driving license.

Qualifications

• 2nd Line Support Engineer role requires Fortinet certification and experience.
• Experience handling VoIP and broadband technologies is essential.
• Excellent communication skills and customer service are necessary.

Responsibilities

• Providing 2nd line support across our range of services.
• Handling 1st line tasks when needed.
• Supporting both small and large customers, including critical environments.

Skills

Fortinet NSE 4 / 5 / 7 certified

Experience with VoIP and broadband technologies

Networking fundamentals - LAN/WAN, routers, switches, firewalls

Strong knowledge of IP protocols at packet level

Excellent customer service skills

Strong verbal and written communication skills

DNS records

Experience with Juniper equipment / MPLS

Familiarity with BroadWorks VoIP phone services

VMware experience

Knowledge of Linux / Windows systems

Exposure to network monitoring tools

Job description

Overview

2nd Line Support Engineer - Fortinet - Permanent - Keele, Staffordshire - £35,000 - £45,000 per annum

One of our clients are looking for a 2nd Line Support Engineer to join their team on a permanent basis. This is a hands-on, varied role that also includes some 1st line responsibilities, offering the opportunity to work across a broad range of technologies and services.

During this role as 2nd Line Support, you\'ll be supporting our business customers across multiple services including Ethernet, broadband, voice (VoIP and PSTN), security, and hosting. Our client\'s customer base ranges from small sole traders to large corporate clients with complex, multi-site Layer 2 networks and advanced FortiGate security systems, hosting business server clusters with us.

The role is primarily office-based at our Keele location, with occasional travel to customer sites, sometimes at short notice—so a full UK driving licence is essential.

Responsibilities

• Providing 2nd line support across our range of services
• Handling 1st line tasks where needed
• Supporting both small and large customers, including critical corporate environments
• Participating in the out-of-hours support rota
• Visiting customer sites when required

Skills & Experience

• Fortinet NSE 4 / 5 / 7 certified
• Experience with VoIP and broadband technologies
• Networking fundamentals - LAN/WAN, routers, switches, firewalls
• Strong knowledge of IP protocols at packet level
• Self-motivated, able to effectively manage time, and work independently
• Excellent customer service skills
• Strong verbal and written communication skills
• DNS records
• Experience with Juniper equipment / MPLS (desirable)
• Familiarity with BroadWorks VoIP phone services (desirable)
• VMware experience (desirable)
• Knowledge of Linux / Windows systems (desirable)
• Exposure to network monitoring tools (desirable)

If you think you\'d be a good fit for this role, please apply here. We look forward to hearing from you!

SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all