Second Line Support Engineer

Second Line Support Engineer

We are looking for an experienced and technically skilled Second Line Support Engineer to join our dynamic and fast paced Support Team. As a Second Line Support Engineer, you will handle more complex and advanced technical issues that cannot be resolved by the first line support team. You will be responsible for in-depth troubleshooting, managing escalations, and working closely with third line engineers and other technical teams to ensure quick resolution of issues. This role demands solid technical expertise, excellent problem-solving skills and a customer-first mindset.

Key responsibilities of this role:

• Provide in-depth technical troubleshooting for escalated incidents related to network services, internet connectivity, hardware, and customer setups, including routers and firewalls.
• Handle and manage technical issues escalated by the first line support team, ensuring accurate diagnoses, timely resolution, and effective communication throughout the process.
• Use advanced monitoring tools to identify, diagnose, and proactively resolve issues across the infrastructure, including WAN, LAN, DNS, DHCP, and VoIP services.
• Liaise with third-party providers to resolve more complex issues and escalate service outages as necessary.
• Assist in the configuration and troubleshooting of networking equipment (routers, and firewalls), IP address management, and VPN setups.
• Maintain clear and professional communication with customers regarding escalated issues, providing regular updates, and managing expectations on resolution timescales.
• Document advanced troubleshooting processes, configurations, and fixes for future reference and to enhance the first line team's knowledge base.
• Provide feedback to the development and infrastructure teams to improve service reliability, product offerings, and internal processes based on recurring incidents or identified technical gaps.
• Assist in training and mentoring the first line support team by sharing technical knowledge, troubleshooting techniques, and best practices.

How we'll support you:

• Full structured training will be provided.
• Regular 1-1's with your line manager to review progress and provide support.
• Annual performance review.
• A friendly, welcoming and supportive culture.
• Development opportunities.

Working Environment

We offer hybrid working to promote a healthy work/life balance, working remotely and attending our Ilkley office 3 days per week. Therefore you will need to be within a reasonable commute of this office.

Requirements

Essential

• Minimum 2-3 years of experience in a technical support or network engineering role, preferably within an ISP or telecommunications environment.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Strong understanding of internet services, networking hardware, and common operating systems.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with a customer-centric attitude.
• Patience and empathy when dealing with frustrated or non-technical customers.

• Analytical mindset with the ability to think critically and resolve issues efficiently.
• Willingness to learn and adapt to new technologies and processes.

Desirable

• Relevant certifications (eg. CompTIA A+, Network+, Cisco CCNA) are a plus.
• Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPNs, and routing protocols (BGP, OSPF).
• Hands-on experience with network devices, firewalls (eg. Cisco, Juniper, Fortinet), and troubleshooting complex networking issues.
• Knowledge of monitoring tools (eg, Nagios, SolarWinds, PRTG) to detect and diagnose network issues.
• Experience with operating systems (Windows, Linux, macOS), including server environments.

Benefits

• Salary up to £27,500 pa, depending on experience
• Up to 25 days holiday per year plus Bank Holidays
• Wellbeing day.
• Hybrid working.
• Company events.
• Company pension - 5% employer contribution
• Referral programme.
• Contractual sick pay.
• Employee Assistance Programme.
• Contractual maternity and paternity pay.
• Health Cash Plan.
• Non-work related training allowance.
• Volunteering day.
• Day off for your birthday.

Closing date for applications: 27/10/2024

**NO RECRUITMENT AGENCIES**

Who we are

Schools Broadband, a division of Talk Straight Ltd, is now the leading provider of web filtering, safeguarding and security software for schools and multi academy trusts. We place safeguarding and security at the heart of everything we do and as such have received several awards from the Internet Service Providers Association for providing the best security in the country. We now protect over 2500 organisations against advanced cyber-attacks and keep nearly one million school children safe online with our unique cloud-based platform.

With steady year on year growth since our inception in 2007, we are a rapidly growing company with a talent pool of over 60 employees who we place at the centre of our success.

Equal Employment Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.