Level 2 Network Support Engineer

Elevate; Manchester; Hybrid; GBP 33,000; Full time

Job summary

A leading company in the UK is seeking an experienced L2 Network Support Engineer to manage complex technical issues in a dynamic environment. The role involves customer support, troubleshooting, and ensuring high service delivery. Join a rapidly expanding team focused on innovative network solutions, with opportunities for personal growth and excellent benefits.

Benefits

Birthday day off

Moving house day

Wedding bonus

Baby bonus

Dog-friendly offices

Monthly breakfasts

Team socials

25 holidays plus Bank Holidays

Private healthcare

Paid day for personal well-being activities

Qualifications

• 2-3 years in a network support role, preferably in a managed service environment.
• Strong understanding of networking fundamentals.
• Experience with WLAN technologies and troubleshooting.

Responsibilities

• Handle inbound customer and partner support queries within SLAs.
• Troubleshoot WLAN and LAN issues, including firewall-related problems.
• Perform regular health checks and audits for security compliance.

Skills

TCP/IP

DNS

DHCP

VLANs

Routing

Switching

WLAN Troubleshooting

Firewall Administration

Customer Service

Analytical Problem-Solving

Education

Degree in Networking, Science, Engineering

Certifications such as CCNA, FCA, JNCIA-MistAI, CWNA

Tools

Fortinet

Juniper

Ruckus

Cisco

Job description

Application Deadline: 30 May 2025

Department: Network Operations

Location: Manchester (Head Office)

Compensation: £32,500 / year

Description

We are seeking an experienced L2 Network Support Engineer to join our dynamic team. This key role involves managing and resolving complex technical issues within a fast-paced, customer-centric managed service provider environment. The successful candidate will conduct regular health checks and audits of our managed service estate to ensure high availability and exceptional service delivery.

Our company is rapidly expanding our fibre rollout, building on an extensive national network of dark fibre and fixed wireless. We operate at the forefront of full-fibre network infrastructure technology, focusing on automation, software-defined architecture, and NFV to enhance customer experiences.

Remote working is supported, with at least 3 days per week required at the Manchester HQ.

Key Responsibilities

1. Handle inbound customer and partner support queries, faults, and service requests within SLAs.
2. Troubleshoot WLAN issues, including access point configuration, RF optimization, and client connectivity.
3. Resolve LAN switching and routing problems, including performance issues.
4. Diagnose and resolve firewall-related issues, including rule configuration, VPN troubleshooting, and security policies.
5. Maintain customer firewalls, including policy creation, VPN setup (IPSec, SSL), and IPS management.
6. Provide 2nd line support for LAN services, handling complex technical issues.
7. Document troubleshooting steps and updates accurately in the ticketing system and knowledge base.
8. Perform regular health checks and audits to ensure security compliance.
9. Produce Outage Reports (RFO) in coordination with internal teams and suppliers.
10. Manage access to infrastructure within Data Centres and exchanges.
11. Notify customers about planned maintenance.
12. Participate in a 24/7 on-call rota.
13. Mentor junior engineers and provide technical guidance.
14. Perform other duties as assigned by line management.

Skills, Knowledge, and Expertise

Essential

• 2-3 years in a network support role, preferably in a managed service environment.
• Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, switching.
• Experience with WLAN technologies and troubleshooting.
• Firewall administration experience, ideally with Fortinet products.
• Proficiency with network monitoring and diagnostic tools.
• Excellent customer service skills and ability to explain technical concepts clearly.
• Ability to interpret network diagrams and documentation.
• Strong communication and multitasking skills.
• Analytical problem-solving skills.

Desired

• Certifications such as CCNA, FCA, JNCIA-MistAI, CWNA or equivalent.
• Degree in networking, science, engineering, or related field.
• Experience with vendor equipment from Juniper, Fortinet, Ruckus, Cisco.
• Knowledge of WAN technologies: DIA, Ethernet WAN, VPNs, SD-WAN, MPLS, Broadband.

What We Offer

It's all about you: We value your well-being with perks like a birthday day off, moving house day, wedding and baby bonuses, and more.

Perks: Dog-friendly offices, monthly breakfasts, team socials.

Holidays: 25 days plus Bank Holidays, with an option to purchase extra days.

Healthcare: Private healthcare for you and your family.

Gift Day: An extra day off around Christmas for last-minute preparations or relaxation.

Pension & Life Assurance: Contributory pension scheme and life insurance (4x salary).

Wellbeing: A paid day for your personal well-being activities.