Second Line Support Engineer

Digital Waffle; Birmingham; On-site; GBP 35,000 - 50,000; Full time

Job summary

Digital Waffle is looking for a Level 2 Support Engineer in Birmingham to join their technical support team. The ideal candidate will possess strong networking and infrastructure skills and be proactive in troubleshooting complex issues. Responsibilities include providing technical support for network and cloud services, configuring VLANs and firewalls, managing virtual environments, and supporting Microsoft 365. Ideal experience includes familiarity with Check Point, Juniper, and HPE networks.

Qualifications

• Strong troubleshooting and analytical problem-solving skills.
• Experience in VLAN configuration and management.
• Static routing on switches and firewalls.

Responsibilities

• Provide Level 2 technical support across networking and infrastructure.
• Troubleshoot complex networking issues including VLANs and routing.
• Configure and maintain VLANs and firewall policies.

Skills

Troubleshooting

Analytical problem-solving

VLAN configuration and management

Static routing

ACL creation and modification

Firewall policies

Spanning Tree troubleshooting

Tools

Check Point

Juniper

HPE / Aruba

Cisco

Hyper-V

Job description

Job Title: Level 2 Support Engineer – Networking & Infrastructure Generalist

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 Spanning Tree 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 (VM lifecycle management).
• Support Microsoft 365 services, including Exchange, Teams, and SharePoint.
• Assist with Azure infrastructure and understanding of cloud resource fundamentals.
• Support SAN storage environments and understand storage architecture basics.
• Perform remote troubleshooting of technical incidents and service requests.
• Work within an ITSM ticketing system, managing incidents, prioritisation, and escalation.
• 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.
• VLAN configuration and management.
• Static routing on switches and firewalls.
• ACL creation and modification.
• Inbound and outbound firewall policies.
• Spanning Tree troubleshooting.

Firewall Experience

Experience supporting at least one of the following vendors:

• Check Point
• Juniper

Switching Experience

Experience supporting:

• HPE / Aruba

Wireless Networking

Experience supporting wireless environments including:

• HPE Aruba
• Cisco

Virtualization Experience

Experience supporting virtual environments including:

• Hyper‑V