Network Operations Center Engineer

ECS Resource Group; Metropolitan Borough of Solihull; Presencial; GBP 42.000 - 62.000; Jornada completa

Descripción de la vacante

ECS Resource Group is seeking a talented 2nd Line Network Engineer to join a brand-new 24/7 support team. You will diagnose and resolve complex connectivity issues across enterprise networks, restoring services quickly and maintaining high customer satisfaction around the clock.

You will own incidents end-to-end, work with third-party vendors, and document all steps. The role requires strong network troubleshooting, a proactive attitude, and excellent communication to support customers 24/7.

Formación

• 2nd line network support experience.
• Experience with Cisco routing/switching.
• Experience with firewall networking.
• Experience with ITSM/ticketing (ServiceNow).

Responsabilidades

• Taking ownership of network-related incidents through to resolution.
• Providing technical support via phone, monitoring platforms, and ticketing systems.
• Troubleshooting routing, switching, firewall, wireless, and connectivity issues.
• Accessing and supporting customer network infrastructure remotely.
• Investigating performance issues, outages, and monitoring alerts.
• Managing escalations and working with vendors.
• Maintaining accurate documentation and incident records.
• Participating in major incident response and 24/7 shift handovers.
• Delivering excellent customer service while maintaining SLA performance.
• Experience in 2nd Line Network Support or NOC/Service Desk roles.
• Strong troubleshooting and incident management skills.
• Exposure to Cisco, Meraki, Extreme, Fortinet, and other vendors.

Conocimientos

Cisco Routing

NOC/2nd line support

ITSM/ServiceNow

Customer service

Herramientas

Meraki

Extreme

Fortinet

Descripción del empleo

Permanent | 4 on / 4 off Shift Pattern

12-hour shifts (7am-7pm & 7pm-7am)

We're seeking a talented 2nd Line Network Engineer to join a brand-new 24/7 support team, providing advanced diagnostics and support across enterprise networking environments. You'll play a key role in troubleshooting complex connectivity issues, restoring services quickly, and ensuring customers receive exceptional support around the clock.

What You'll Be Doing

• Taking ownership of network-related incidents through to resolution.
• Providing technical support via phone, monitoring platforms, and ticketing systems.
• Troubleshooting routing, switching, firewall, wireless, and connectivity issues.
• Accessing and supporting customer network infrastructure remotely.
• Investigating performance issues, outages, and monitoring alerts.
• Managing escalations and working closely with third-party suppliers and vendors.
• Maintaining accurate technical documentation and incident records.
• Participating in major incident response and structured 24/7 shift handovers.
• Delivering excellent customer service while maintaining SLA performance.
• Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role.
• Strong troubleshooting and incident management skills.
• Experience supporting:
• Cisco Routing & Switching (ISR, ASR, Catalyst, Nexus)
• Cisco security and firewall technologies
• Cisco Wireless Solutions
• Broadband, WAN and connectivity services
• VLANs and VPNs
• Experience working with networking vendors such as Cisco, Meraki, Extreme, or Fortinet.
• Strong understanding of network security principles.
• Experience with ITSM/ticketing systems, ideally ServiceNow.
• Excellent communication and customer service skills.
• Must be eligible for SC Security Clearance.
• Experience within a 24/7 support or NOC environment.
• Exposure to enterprise networking technologies including Palo Alto and FortiGate.
• Cisco, Fortinet or other relevant networking certifications.
• Experience with network monitoring and traffic analysis tools

About You

You'll be a proactive and customer-focused engineer with a passion for networking and problem-solving. You thrive under pressure, take ownership of technical issues, and enjoy working in a collaborative environment where no two days are the same. With excellent analytical skills and strong attention to detail, you'll play a key part in ensuring critical customer services remain operational 24/7