Senior 2nd Line Network Engineer (On-Call Escalation)

LIMA; Eccles; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

25 days holiday (pro rata)

Birthday Leave

Healthcare plan

Professional Development

Family Leave

Employee Assistance Program

Salary Sacrifices schemes

Team Building Events

Job summary

LIMA is hiring a 2nd Line Network Engineer to join the Service Desk team in the Eccles area. The role focuses on triaging and resolving a wide range of network incidents, with escalation to 3rd line as needed and close collaboration with customers to ensure high-quality service.

You will troubleshoot LAN/WAN issues, work with devices from Palo Alto, Cisco and Juniper, and contribute to problem management and release activities. On-call duties are required one week in four.

Qualifications

• Experience with enterprise networking platforms (Palo Alto, Cisco, Juniper).
• Strong documentation and network diagramming skills.
• Experience with switching, routing, firewalling and wireless technologies.
• CCNA or equivalent vendor certifications.

Responsibilities

• Manage incidents from customers and LIMA's hosted environment on a priority basis and resolve issues efficiently.
• Keep customers updated on incident progress via phone or ConnectWise Manage within SLAs.
• Troubleshoot and escalate issues to 3rd Line engineers when needed to ensure timely resolution.
• Act as technical escalation point and assist CSMs in communicating complex issues clearly to non-technical parties.
• Progress long-standing or repeat incidents under ITIL problem management to improve reliability.
• Support planned release management processes and document them.
• Participate in on-call rota as Escalation Engineer, including weekends on a 1-week-in-4 rotation.

Skills

Palo Alto

Cisco

Juniper

CCNA or equivalent Certifications

Tools

LogicMonitor

SolarWinds

NetFlow

Job description

LIMA is hiring a 2nd Line Network Engineer to join the Service Desk team in the Eccles area. The role focuses on triaging and resolving a wide range of network incidents, with escalation to 3rd line as needed and close collaboration with customers to ensure high-quality service.

You will troubleshoot LAN/WAN issues, work with devices from Palo Alto, Cisco and Juniper, and contribute to problem management and release activities. On-call duties are required one week in four.