2nd Line Network Support Engineer

Job title:

2nd Line Network Support Engineer

Company

Aspire Technology Solutions

Job description

About AspireAt Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!Our mission: To deliver technology like no other!About the roleWe are looking for a 2nd Line Network Support Engineer with a strong technical background and passion for problem solving to join our Network Support team.Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. You will be delivering exceptional customer service for cases which have been escalated to you by our 1st line Networks Support Engineers. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work.Our ideal candidate would be an experienced engineer, who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand.Efficiency is also important to succeed, as you will be managing a diverse workload.Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assists you to diagnose and fix customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.What you will be doing:Providing day-to-day IT support for a large and diverse customer base through remote diagnosis, troubleshooting and resolving tickets in relation to issues with the following:

• Troubleshooting customer routing issues over our core network, utilising protocols such as BGP and OSPF.

• Implement and manage firewall configuration, including rule updates, security policies, and VPN setups on multiple vendors such as FortiGate, Sophos and Checkpoint.

• Diagnose and fix wireless network issues including interference, coverage problems, and authentication failures.
• Troubleshoot and resolve Layer 2 switching issues including VLAN configuration and spanning tree problems across vendors such as Cisco, Extreme, Unifi.

• Be the lead for our customers in the implementation of change and/or recovery of their services.

• Developing and maintaining strong working relationships with 1st Line Network Engineers, 3rd Line Networks and other key stakeholders and teams across Aspire.

• Working to SLA’s for incidents and requests, prioritising and managing workload effectively, managing several open Incidents and requests whilst following existing procedures and best practices.

• Support continual improvement by identifying opportunities for improvement and efficiency including automation of manual processes.

As a key member of the team, you will support and collaborate with your colleagues on issues and required changes.You will suit the role if you have

· Working towards or completion of CCNA / Obtained CCNA· Understanding of working with Cisco routers and switches· Experience working with firewalls (e.g. Cisco ASA / Palo Alto / Fortinet etc.)· Good communication and documentation skills· Understanding of IP routing protocols including OSPF and BGP· Understanding of Quality of Service (QoS)An understanding of Service Desk operations, a qualification within the ITIL framework and experience using ServiceNow or another ITSM tool would be useful.Our valuesWe understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.Salary
£28,000 to £36,000 per annum (depending on experience)Benefits
Here at Aspire, we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can!· Travel benefits including free parking, subsidized travel passes and much more!· Health Cash Plan· Cycle to Work Scheme· Network Benefits· Employee Assistance Program· Enhanced Annual Leave Entitlement (increasing with length of service)· Enhanced Maternity, Paternity and Parental Schemes· Enhanced Pension Scheme· Tech Purchase Scheme· Electric Vehicle Salary Sacrifice Scheme· Employee referral scheme· New business referral scheme· Discounted Gym Membership· Life Assurance and Critical Illness coverLocation and Working ArrangementsYou will be based at Aspire’s Gateshead head office with travel as required.Hours of workFull time (37.5 hours per week), Monday to FridayEquality, Inclusion and Diversity at AspireAspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.Interview ProcessWe generally conduct interviews in three stages, lasting approximately 2-3 weeks, depending on everyone’s calendars.· Shortlisted candidates will be invited to a pre-screening call via Teams to discuss your experience and what you’re looking for in your next role.· Successful candidates will be invited to an interview with the Hiring Manager.· If successful in an interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).#AspireForMore

Expected salary

£28000 – 36000 per year

Location

Gateshead, Tyne and Wear

Job date

Sat, 12 Apr 2025 04:46:06 GMT

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