Level 2 Network Support Engineer

Elevate Group; Manchester; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A dynamic managed service provider is seeking an experienced L2 Network Support Engineer to handle customer support queries, troubleshoot network issues, and maintain infrastructure. The role offers opportunities for remote work and exceptional perks such as additional leave and bonuses for life events. Ideal candidates will have a solid networking background and a passion for delivering outstanding customer service.

Benefits

25 days annual leave

Private Healthcare

Pension and Life Assurance

Gift Day

Additional leave for special events

Qualifications

• Minimum of 2-3 years in a network support role.
• Strong understanding of networking fundamentals.
• Experience with WLAN technologies.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Handle inbound customer support queries.
• Troubleshoot WLAN and LAN issues.
• Maintain customer firewalls and network infrastructure.
• Participate in a 24/7 on call rota.

Skills

Networking fundamentals

TCP/IP

WLAN technologies

Firewall administration

Customer service

Problem-solving

Education

CCNA or equivalent

Degree in networking or related field

Tools

Fortinet products

Network monitoring tools

Job description

Description

We are seeking an experienced L2 Network Support Engineer to join our dynamic team. This is a key role in a fast-paced, customer‑centric managed service provider environment. The successful candidate will not only manage and resolve complex technical issues and queries effectively but also conduct regular health checks and audits of our managed service estate. This ensures the high availability of our customer solutions and the delivery of exceptional service to all stakeholders.

We’re rapidly expanding our fibre rollout, building on our existing, extensive national network footprint of owned and operated dark fibre and fixed wireless. We’re operating at the cutting edge of full‑fibre network infrastructure technology and architecture. Innovating in end‑to‑end, shovel‑to‑packet, automation to create groundbreaking customer experiences, whilst embedding software‑defined architecture and NFV deep into our build.

We’re expanding on our solid foundation to create an unrivalled, all‑star network team.

Remote working is available and fully supported with at least 3 days per week in Manchester HQ as required.

Key Responsibilities

• Receive and handle inbound customer and partner support queries, faults and service requests ensuring they are resolved within pre‑defined SLAs
• Troubleshoot and resolve customer issues related to WLAN solutions, including access point configuration, RF optimisation and client connectivity problems
• Provide troubleshooting and resolutions of LAN switching and routing problems, including performance issues
• Diagnose and resolve firewall‑related customer issues, including firewall rule configuration, VPN troubleshooting, and security policy enforcement
• Maintain customer firewalls, including policy creation, VPN configuration (IPSec, SSL), and intrusion prevention system (IPS) management
• Provide 2nd line support for customer LAN services, resolving complex technical issues and service requests
• Document troubleshooting steps and any updates to in‑life solutions accurately and comprehensively via the internal ticketing system and knowledge base
• Perform regular health checks on customer estate as well as audits to ensure compliance with security policies and best practice
• Produce Reason for Outage (RFO) reports liaising internally and with suppliers
• Organise access to Elevate maintained infrastructure within Data Centres and local exchanges
• Notify customers about internal and supplier planned maintenance
• Participate in a 24 / 7 on call rota
• Provide technical guidance and mentorship to junior engineers
• Other duties as required by your line manager

Skills, Knowledge and Expertise

Essential

• Minimum of 2‑3 years in a network support role, ideally within a managed service provider environment
• Strong understanding of networking fundamentals, including TCP / IP, DNS, DHCP, VLANs, routing and switching
• Demonstrable experience with WLAN technologies, including configuration, troubleshooting, and management
• Experience with firewall administration and troubleshooting, preferably with Fortinet products
• Proficiency in using network monitoring and diagnostic tools
• Passionate about delivering outstanding customer service, with a genuine desire to exceed expectations
• Ability to interpret network diagrams and documentation
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non‑technical audiences
• Ability to multitask and thrive in a fast‑paced environment
• Excellent problem solving and analytical skills

Desired

• CCNA, FCA, JNCIA‑MistAI, CWNA Certified or equivalent
• A degree in computer networking, science, engineering or related field
• Experience configuring, maintaining and debugging network equipment from vendors such as Juniper, Fortinet, Ruckus and Cisco
• Understanding of WAN technologies such as DIA, Ethernet WAN, VPNs, SD‑WAN, MPLS and Broadband

In return you will get...

It's all about you - We believe that taking care of yourself is truly important and allows you to perform at your very best. Joining the Elevate Group, we will award you with your very own birthday off, day off to move house, £500 Wedding bonus + day off and £500 Baby bonus for those special life events! Roll on the good times!

Perks at work - Whether it be our Manchester (Northern Quarter) or any other locations, we hold free monthly breakfasts and team socials to celebrate and bring our people together!

Holidays - 25 days annual leave, along with Bank Holidays. If that’s not enough, you also have the option to purchase 5 additional days per year!

Healthcare - Private Healthcare which can be for you and your family! Keeping everyone healthy and happy!

Gift Day - Christmas has come early as we award every colleague an Elevate Gift Day day giving you the chance to get your last minute prep done or to kick back and relax!

Pension / Life Assurance - We have a contributory pension scheme which is a salary sacrificed along with life assurance which is 4x your basic salary.

Wellbeing - You will have a paid leave day that is completely for you. The aim of the day is to look after your well‑being. This day can be spent doing anything that makes you happy and relaxed, whether this is a duvet day, a spa day, walking in the fresh air,

Seamless, secure intelligent networks.

In a world of disjointed, disconnected service, Elevate® is your ground to cloud technology partner. We make seamless, secure intelligent networks as effortless as they should be.