Hours: Monday–Friday, 8am–5pm / 9am–6pm (rota-based)

Driving licence required

We’re looking for a 2nd Line Support Engineer (with 1st line responsibilities) to join our small, friendly support team at a business-focused ISP. This is a hands-on, varied role that also includes some 1st line responsibilities, offering the opportunity to work across a broad range of technologies and services.

You’ll be supporting our business customers across multiple services including Ethernet, broadband, voice (VoIP and PSTN), security, and hosting. Our customer base ranges from small sole traders to large corporate clients with complex, multi-site Layer 2 networks and advanced FortiGate security systems, hosting business server clusters with us.

What we’re looking for:

• Experience in technical support roles, ideally in a business ISP or MSP environment
• Strong communication skills with a professional phone manner
• A methodical and proactive troubleshooting approach
• Willingness to take on new challenges and learn on the job
• Comfortable working independently and as part of a small team

What you’ll be doing:

• Providing 2nd line support across our range of services
• Handling 1st line tasks where needed
• Supporting both small and large customers, including critical corporate environments
• Participating in the out-of-hours support rota
• Visiting customer sites when required
• This is an excellent opportunity to broaden your technical experience in a supportive environment, working with a wide array of technologies and clients.

Essential skills:

Fortinet NSE 5 / 7

Experience with VoIP and broadband technologies

Networking fundamentals - LAN/WAN, routers, switches, firewalls.

Strong knowledge of IP protocols at packet level.

Self-motivated, able to effectively manage time, and work independently.

Excellent customer service skills.

Strong verbal and written communication skills.

DNS records

Desirable skills:

Experience with juniper equipment / MPLS

Familiarity with broadworks VoIP phone services

Vmware experience

Knowledge of linux / windows systems

Exposure to network monitoring tools

The role is primarily office-based at our office in the ST5 area of Stoke, with occasional travel to customer sites, sometimes at short notice—so a full UK driving licence is essential. You will be part of a small team of 2nd/1st line support therefore you will need to be happy and confident to handle both sides, a good telephone support manner and the ability to handle the technical support too. Being on call/call out is shared but typically yoiu would only have c.1 hour of actual calls out of office hours per month.

This is a varied role within a well-established business offering a competitive salary along with job satisfaction and security. For more information please forward your CV and we will organise a call at a time to suit you.

Job Types: Full-time, Permanent

Pay: £35,000.00-£45,000.00 per year

Application question(s):

• Commutable to ST5 happy with some travel to customers but mainly office based

Experience:

• Fortinet NSE 5 / 7: 1 year (required)
• VoIP and broadband technologies: 1 year (required)
• Networking - LAN/WAN, routers, switches, firewalls.: 1 year (required)
• 2nd IT/Telecoms line support: 2 years (required)

Work Location: In person