Senior 2nd Line Network Support Engineer

Talk Straight Ltd; Ilkley; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Bank Holidays

Health Cash Plan

Company pension - 5% employer contrib.

Referral programme

Volunteering day

Birthday day off

Job summary

Talk Straight Ltd, via Schools Broadband, is seeking an experienced Second Line Support Engineer to join our hybrid Support Team in Ilkley. The role focuses on in-depth troubleshooting, escalations, and coordination with third‑line engineers to ensure rapid resolution of complex issues.

You will work across network services, routers, firewalls, and VPNs, maintaining strong communication with customers and updating the knowledge base for future reference.

Qualifications

• Minimum 2–3 years in technical support or network engineering.
• Familiarity with networking concepts and common operating systems.
• Experience with routers, firewalls and wireless setups is a plus.

Responsibilities

• Provide in-depth troubleshooting for escalated incidents across network services, WAN/LAN, DNS, DHCP, and VoIP.
• Manage escalations and coordinate with third‑line engineers and providers.
• Use monitoring tools to identify, diagnose and resolve complex issues.
• Document troubleshooting steps and contribute to the knowledge base.
• Communicate clearly with customers and manage expectations on timelines.
• Mentor and assist the first-line team to improve overall support quality.

Skills

Networking basics

TCP/IP

DNS

DHCP

VPN

Customer service

Communication

Troubleshooting

Job description

Talk Straight Ltd, via Schools Broadband, is seeking an experienced Second Line Support Engineer to join our hybrid Support Team in Ilkley. The role focuses on in-depth troubleshooting, escalations, and coordination with third‑line engineers to ensure rapid resolution of complex issues.

You will work across network services, routers, firewalls, and VPNs, maintaining strong communication with customers and updating the knowledge base for future reference.