2nd Line Network Engineer

LIMA; Dublin; On-site; EUR 35,000 - 45,000; Full time

Job summary

A dynamic tech company in Dublin is seeking a 2nd Line Network Engineer to manage customer incidents and provide high-quality technical support. Ideal candidates will have experience with enterprise networking platforms, troubleshooting skills, and a strong commitment to customer service. The position offers a salary range of €35,000 - €45,000 and various employee benefits including generous holiday entitlement and personal development opportunities.

Benefits

25 days' holiday plus bank holidays

Paid day to celebrate your birthday

Life assurance coverage

Healthcare cash-back plan

Access to ongoing training opportunities

Enhanced maternity, paternity and adoption pay

Confidential counselling services

Salary sacrifice schemes

Team-building activities

AO Arena Membership

Qualifications

• Experience working with enterprise networking platforms like Palo Alto, Cisco, Juniper.
• Exposure to monitoring tools (e.g., LogicMonitor, SolarWinds, NetFlow).
• Strong documentation and network diagramming skills.
• Proven experience in switching, routing, firewalling and wireless technologies.
• CCNA or equivalent vendor certifications.
• Experience working with network protocols (e.g., DHCP, DNS, VLAN, OSPF, EIGRP).
• Experience in troubleshooting both WAN & LAN technologies.
• Ability to analyse packets using relevant tooling.
• Ability to troubleshoot and resolve technical problems, alongside updating knowledge bases to ease future issue diagnosis.

Responsibilities

• Manage incidents from customers and hosted environment efficiently.
• Update customers on their incident progress via phone or ITSM application.
• Troubleshoot and identify technical issues using monitoring platform.
• Provide technical escalation guidance for non-technical parties.
• Progress long-standing incidents under ITIL problem management.
• Support customers through planned release management.
• Be part of the on-call rota for after-hours support.

Job description

Overview

To support our continued growth in Managed Services customers, we are hiring for a 2nd Line Network Engineer. You will play a key role, actively engaging with customers and taking ownership of technical issues. We’re looking for someone who can confidently troubleshoot and resolve a wide range of support tickets, delivering high-quality service while maintaining strong communication and a customer-focused approach.

Responsibilities

• Manage incidents from customers and LIMA’s hosted environment on a priority basis and provide the highest standards of professionalism and skill, to resolve customer issues efficiently and accurately.
• Ensure customers and involved parties are updated with their incident progress either by phone or by using ConnectWise Manage (Our service desk ITSM application) in a timely manner in alignment with SLA’s.
• Provide your knowledge to troubleshoot and identify technical issues raised by our monitoring platform or by customer engagement. Continue to either resolve or provide a clear escalation to the 3rd Line engineers, whereby you will assist in the resolution and still develop your skillset.
• Provide a knowledgeable point of technical escalation relating to your skillset and assist our CSMs, who are aligned with our customers and offer guidance on breaking down technical issues into clear communications for non-technical parties.
• Take long standing or repeat incidents and progress them under ITIL problem management processes to ensure the reliability of our customer environments.
• Support our customers through planned release management processes by planning, preparing, conducting, and documenting the process.
• Align to the On-Call rota as an escalation engineer who will support LIMA customers outside of standard business hours and weekends in a 1-week-in-4 rota.

Experience and Skills

• Experience working with enterprise networking platforms like Palo Alto, Cisco, Juniper.
• Exposure to monitoring tools (e.g., LogicMonitor, SolarWinds, NetFlow).
• Strong documentation and network diagramming skills.
• Proven experience in switching, routing, firewalling and wireless technologies.
• CCNA or equivalent vendor certifications.
• Experience working with network protocols (e.g., DHCP, DNS, VLAN, OSPF, EIGRP).
• Experience in troubleshooting both WAN & LAN technologies.
• Ability to analyse packets using relevant tooling.
• Ability to troubleshoot and resolve technical problems, alongside updating knowledge bases to ease future issue diagnosis.

Our ideal candidate

Our ideal candidate will be a self-motivated professional with excellent time management and strong written and verbal communication skills, capable of engaging effectively at all organisational levels. Experienced in collaborating with service departments and operating within the standard ITIL framework to support efficient and structured service delivery.

Benefits

• Time to relax with 25 days' holiday (pro rata for part-time employees), plus bank holidays. You will also have the option to buy or sell 5 days' leave each year
• An additional paid day to celebrate your birthday with family and friends
• Life assurance coverage at 4 times your annual salary
• From day one, you’ll have access to Medicash, our healthcare cash-back plan, and after two continuous years of service, have the option to join our private medical scheme
• Access to ongoing training and development opportunities to help you grow in your career
• Enhanced maternity, paternity and adoption pay after two continuous years' service
• Confidential counselling and support services to help you navigate life's challenges
• Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike
• Engage with your colleagues through team-building activities and events.
• AO Arena Membership: Get prime view seats for the price of a standard ticket at the AO Arena, with full VIP treatment, guaranteed seats and access to a private bar.

Salary

35,000 - 45,000

Hours

40