2nd Line Support Engineer

Digital Waffle; Birmingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

Digital Waffle is seeking a 2nd Line Support Engineer in Birmingham to handle networking and infrastructure support. The ideal candidate will have expertise in troubleshooting complex issues across virtualisation and cloud environments.

The role includes providing technical support across various services and managing incidents in an ITSM system. Strong networking skills and experience with VLANs, firewalls, and cloud services are required.

Qualifications

• Strong troubleshooting and analytical problem-solving skills.
• Experience in managing VLANs, routing, and switching.
• Knowledge of firewall policies and wireless networking.

Responsibilities

• Provide Level 2 technical support across networking, infrastructure, and cloud services.
• Diagnose and resolve complex networking issues.
• Manage incidents within an ITSM ticketing system.

Skills

Troubleshooting

Networking Experience

VLAN configuration and management

Firewall Experience

Static routing on switches and firewalls

ACLS (Access Control List)

Switching Experience

Job description

Job Title: 2nd Line Support Engineer – Networking & Infrastructure Support

Location: Birmingham

A growing organisation is seeking a Level 2 Support Engineer with a strong networking and infrastructure background to join their technical support team. This role is ideal for a proactive IT professional who enjoys troubleshooting complex issues across networking, virtualisation, and cloud environments while supporting a busy enterprise infrastructure.

Key Responsibilities

• Provide Level 2 technical support across networking, infrastructure, and cloud services.
• Troubleshoot complex networking issues, including VLANs, routing, and switching.
• Configure and maintain VLANs, ACLs, and firewall policies.
• Diagnose and resolve Spanning Tree Protocol (STP) issues and network performance problems.
• Support and maintain firewall, switching, and wireless infrastructure.
• Perform firmware and software upgrades on networking equipment.
• Manage and maintain virtualisation environments, including VM lifecycle management.
• Support Microsoft 365 services, including Exchange Online, Teams, and SharePoint.
• Assist with Azure infrastructure and provide support for cloud resource fundamentals.
• Support SAN storage environments and maintain an understanding of storage architecture principles.
• Perform remote troubleshooting of technical incidents and service requests.
• Work within an ITSM ticketing system, managing incidents, service requests, prioritisation, and escalation processes.
• Maintain and update technical documentation and knowledge base articles.
• Assist with backup technologies and data protection processes.

Required Skills & Experience

• Strong troubleshooting and analytical problem-solving skills
• Networking Experience
• VLAN configuration and management
• Static routing on switches and firewalls
• ACL (Access Control List) creation and modification
• Inbound and outbound firewall policies
• Firewall Experience
• Switching Experience
• Experience supporting:
  • Wireless Networking
  • Experience supporting wireless environments