Global 4
2nd Line IT Support Engineer
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2nd Line Technical Support Engineer
Location
Carlisle, Cumbria
Position Type & Hours
Full-time, Permanent Monday to Friday, 08:30 – 17:30
Salary Range
Negotiable (depending on experience)
About Global 4
At Global 4, we Love Tech. We provide a wide range of market-leading telecom, connectivity, cloud, and IT services to businesses across the UK. Our vision is to solve our customers' technology challenges by advising, implementing, and supporting the right solutions with best-in-class service excellence.
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)
- Communicate technical resolutions in clear, customer-friendly language
Key Responsibilities
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Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
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Perform advanced diagnostics and fault isolation using:
- Packet capture analysis
- SIP tracing
- Router configuration interfaces (CLI, GUI)
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Troubleshoot and resolve complex service-affecting issues, including:
- Latency
- Jitter
- Call routing anomalies
- Authentication failures across multi-vendor platforms
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Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate external fault resolution.
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Maintain comprehensive and structured ticket documentation, ensuring:
- All actions, timestamps, and communications are logged
- Compliance with internal standards and regulatory frameworks (ISO 27001, GDPR)
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Conduct validation testing post-resolution, including:
- Line tests
- QoS verification
- Service restoration checks
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Proactively monitor:
- Ticket queues
- System alerts
- Severity, SLA targets, and customer impact for efficient operations
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Contribute to root cause analysis and problem management by:
- Identifying recurring faults
- Proposing long-term fixes or process improvements
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Collaborate with engineering, provisioning, and service delivery teams for seamless handovers and resolution of cross-functional issues.
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Act as the technical escalation point within the team, supporting junior staff through:
- Documentation
- Training
- Peer mentoring
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Demonstrate a strong working knowledge of:
- IP networking (DNS, DHCP, NAT, VLANs)
- SIP protocol behavior
- Broadband technologies (FTTC, FTTP, ADSL)
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Translate complex technical findings into clear customer-friendly language, ensuring clients feel informed and reassured.
Skills & Qualifications
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Essential Experience
- Minimum 2 years of experience in Telecoms Support or managed service provider (MSP) helpdesk environment.
- Strong fundamental knowledge of:
- IP Networking (DNS, DHCP, NAT, Subnetting, VLANs)
- SIP Protocol behavior
- Broadband technologies
- Problem-solving under pressure with impeccable attention to detail.
Desirable Certifications (Highly Advantaged)
- Meraki or DrayTek routers (configuring, maintaining, troubleshooting)
- 8x8 UCaaS Support Certification (or equivalent hosted VoIP platform qualifications)
- CCNA (or equivalent networking certification)
Core Competencies
Customer-Centric
- Passionate, warm, and open approach to customer service.
- Strong conflict resolution skills.
Highly Organised
- Ability to multitask and prioritise.
- Seamlessly switch between varying priority tickets.
Solution-Driven
- Proactive team player focusing on:
- Quality execution
- Trend analysis
- Root-cause fixes.
What We Offer
- 50% off Broadband & Utility packages (free after two years).
- £1,000 Refer A Friend Scheme.
- 25 days holiday allowance (+ bank holidays), increasing to 30 days with length of service.
- £250 Bright Ideas Scheme.
- Quarterly Top Performer’s Day Out.
- Buy & Sell holiday allowance scheme.
- Death in service benefit.
- Friday Fridge (team treat).
- Paid Charity Leave.
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