2nd Line Network Engineer

2nd Line Network Engineer, Manchester, Site Based

We are seeking a highly skilled and motivated 2nd Line Network Engineer to join our team and provide our client’s wide network support services across multiple locations in the Manchester area. In this role, you will play a vital part in maintaining and configuring network equipment for the customer, responding to Breakfix situations, and ensuring the stability and reliability of key systems.

As a 2nd Line Network Engineer, you will act as the first level of technical escalation for complex incidents, working closely with the Network Operations Centre (NOC) team and directly interfacing with the customer’s technical teams. You will also contribute to documentation and knowledge sharing to enhance support processes and end-user experience.

This position requires participation in an on-call rota, covering out-of-hours support from Monday to Sunday.

Key Responsibilities

• On-site attendance and troubleshooting of vendor systems and platforms, including Aruba, Arista, Cisco, and Infoblox, that the NOC team cannot resolve remotely.
• Contribute to creating and enhancing documentation to formalize processes and improve knowledge sharing across teams.
• Perform routine maintenance, failover testing, and implement best practices to maintain network availability.
• Maintain ITSM systems with detailed, high-quality work notes to track progress, actions, and plans.
• Collaborate with third-party vendors, suppliers, and customer technical teams to log and resolve support calls and seek technical advice.
• Escalate issues to senior engineers or management when appropriate.
• Take ownership of customer requests, providing proactive and effective issue resolution.
• Ensure all service requests meet or exceed contractual Service Level Agreements (SLAs).
• Conduct housekeeping tasks and actively pursue opportunities to improve skills and knowledge in relevant areas.

Essential Skills & Experience:

• Proven IT background with substantial experience as part of an IT team or relevant industry experience.
• Foundation-level qualifications in Aruba or Cisco services.
• Knowledge of Aruba ClearPass or similar Network Access Control (NAC) tools.
• Strong communication skills and ability to work independently or as part of a team.
• Experience working on large and complex IT estates.
• ACA, ASA, or CCNA certification.
• Experience in knowledge sharing and training junior team members.

Desirable

• Strong working knowledge of the Aruba product portfolio and services.
• Professional-level qualifications in progress, such as CCNP or ACSP.
• Knowledge of AOS10 and Aruba Central.
• Working knowledge of Infoblox and Aruba User Experience Insight (UXI).
• Ability to contribute to Continuous Service Improvement Plans and enhance customer satisfaction metrics.