2nd Line Technical Support Engineer
Location: On site / Carlisle, UK
Job type: Permanent / Full-time
Hours: Monday to Friday, 08:30 - 17:30
Salary Range: Negotiable (Depending on experience)
Purpose of the Role
As a 2nd Line Technical Support Engineer, you will bridge the gap between initial triage and deep infrastructure/vendor support. You will act as the key escalation point for our 1st Line team, taking ownership of complex data, broadband, and Unified Communications (UCaaS) faults. Operating in a fast-paced environment, your goal is to troubleshoot technical issues efficiently, hit strict Service Level Agreements (SLAs), and communicate technical resolutions in simple, clear terms to our customers.
Key Responsibilities
- Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
- Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI).
- Troubleshoot and resolve complex service affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi vendor platforms.
- Liaise with third party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults.
- Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR).
- Conduct validation testing post resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.
- Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.
- Contribute to root cause analysis and problem management by identifying recurring faults and proposing long term fixes or process improvements.
- Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross functional issues.
- Act as a technical escalation point within the team, supporting junior staff and sharing expertise through documentation, training, and peer mentoring.
- Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).
- Translate complex technical findings into clear, customer friendly language, ensuring clients are informed and reassured throughout the support lifecycle.
Skills & Qualifications
- Minimum 2 years of experience working in a dedicated IT Support or managed service provider (MSP) helpdesk environment.
- Strong fundamental knowledge of IP Networking (DNS, DHCP, NAT, Subnetting, and VLANs).
- Proven technical understanding of SIP Protocol behaviour and broadband technologies.
- A natural aptitude for problem solving under pressure with impeccable attention to detail.
Desirable Certifications (Highly Advantaged)
- Strong practical knowledge of configuring, maintaining, and troubleshooting Meraki or DrayTek routers.
- CCNA or equivalent networking certification.
Core Competencies
- Customer Centric: A passionate, warm, and open approach to customer service with strong conflict resolution skills.
- Highly Organised: Able to effectively multitask, prioritise tasks, and jump between varying priority tickets seamlessly.
- Solution Driven: A proactive team player focused on quality execution, trend analysis, and root cause fix identification.
What We Offer
- 50% off our Broadband & Utility packages, completely free after two years
- 25 days holiday allowance plus bank holidays- increasing up to 30 days with length of service
- Quarterly Top Performer's Day Out
- Buy & Sell holiday allowance scheme
- Friday fridgePaid Charity leave