iQuila
Level 2 Support Engineer – iQuila Helpdesk
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Level 2 Support Engineer – iQuila Helpdesk
Supporting enterprise clients and telecommunications providers across iQuila Cloud and iQuila Enterprise
Employment Details
- Location: Reading-based role, with hybrid working where appropriate.
- Working Hours: Full-time role, working as part of a 24/7 helpdesk rota, with flexibility required for incident support, customer escalation
About iQuila
iQuila is a UK technology company delivering advanced software-defined networking, cloud connectivity and telecommunications solutions for enterprise and carrier-grade clients. Our technology enables secure, resilient Layer 2 connectivity across modern IP networks and supports customers across cloud, branch, device and telco environments.
Role Overview
We are looking for a capable Level 2 Support Engineer to join the iQuila Helpdesk, supporting enterprise customers, telecommunications providers and managed service partners using iQuila Cloud and iQuila Enterprise. This is a hands-on technical support role for someone who can take ownership of escalated incidents, investigate networking and connectivity issues, and communicate clearly with customers and internal teams.
Reporting to the Director of Support & Service Delivery, the role works closely with Level 1 support, Level 3 support, engineering, cloud operations and customer-facing teams to ensure incidents are handled efficiently, professionally and with clear escalation where required.
Key Responsibilities
- Provide Level 2 technical support for iQuila Cloud and iQuila Enterprise customers across enterprise, telco and managed service environments.
- Act as an escalation point for incidents that cannot be resolved by Level 1 support teams.
- Investigate and resolve network, cloud connectivity, service availability, performance and customer configuration issues.
- Support enterprise customers and telecommunications providers with professional communication, clear ticket ownership and timely updates.
- Work with Level 3 support, engineering, cloud operations, telco partners, vendors and network providers to diagnose and resolve faults.
- Assist with incident response, customer escalations, service-impacting issues and operational recovery activities.
- Use monitoring alerts, logs, support tickets, basic packet captures, customer configurations and network diagrams to identify likely causes of faults.
- Maintain accurate ticket notes, troubleshooting steps, customer updates and internal documentation.
- Contribute to knowledge base articles, support procedures and handover notes to improve helpdesk consistency.
- Identify recurring support issues and escalate patterns or platform concerns to Level 3 support or engineering for further investigation.
- Participate in the 24/7 support rota so iQuila clients receive the required helpdesk coverage for incidents, escalations and service-impacting issues.
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Required Experience
- Minimum of 3–5 years’ experience in technical support, network support, helpdesk, service desk, NOC, managed services, ISP, telecommunications or enterprise infrastructure environments.
- Experience supporting business customers, enterprise users, MSPs, telcos or managed connectivity services where communication and service availability are important.
- Hands-on experience troubleshooting Layer 2 and Layer 3 networking issues in customer or production environments.
- Experience supporting cloud-hosted, hybrid or customer-managed platforms, ideally involving Microsoft Azure or similar cloud infrastructure.
- Good understanding of incident management, escalation processes, ticket ownership and customer-facing technical support.
- Ability to work methodically under pressure and escalate appropriately when incidents require Level 3 or engineering involvement.
Technical Skills
- Layer 2: Ethernet switching, VLANs, 802.1Q, trunking, access/trunk ports, STP/RSTP, LACP, MAC tables, ARP behaviour, broadcast domains, MTU and basic switching diagnostics.
- Layer 3: IPv4 addressing, subnetting, routing tables, static routing, NAT, DHCP, DNS, ACLs, VPN concepts and end-to-end TCP/IP troubleshooting.
- Practical diagnostics using ping, traceroute, nslookup, interface counters, routing tables, ARP tables, basic packet captures, syslog, SNMP alerts and firewall logs.
- Experience troubleshooting LAN, WAN, VPN, firewall, cloud, hybrid and carrier connectivity services.
- Working knowledge of Microsoft Azure networking concepts, including virtual networks, routing, firewalls, private connectivity and hosted service environments.
- Ability to read network diagrams, customer configurations, support documentation and change records.
- Exposure to carrier Ethernet, MPLS, VXLAN, SD-WAN, resilience, failover and high availability would be advantageous.
Beneficial Certifications and Vendor Expertise
- Relevant certifications such as CCNA, CompTIA Network+, JNCIA, Fortinet NSE, Microsoft Azure networking fundamentals or ITIL Foundation would be beneficial, but are not essential.
- Experience or exposure across enterprise and carrier networking platforms, including Cisco, Juniper, Fortinet, Palo Alto, MikroTik, Ubiquiti, Digi, Ericsson/Cradlepoint, Microsoft Azure and comparable technologies would be advantageous.
- Experience working with third-party suppliers, vendors, network providers or escalation teams would also be beneficial.
Personal Attributes
- Calm, organised and methodical when handling customer incidents and technical problems.
- Strong communicator who can explain technical issues clearly to customers and internal teams.
- Customer-focused, with a strong sense of ownership, urgency and follow-through.
- Practical, hands-on and willing to investigate problems in detail before escalating.
- Collaborative and disciplined in documentation, ticket updates, handovers and working with Level 1, Level 3, engineering, operations and commercial teams.
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Why Join iQuila?
Join iQuila at an exciting stage of growth and become part of a support team delivering services to enterprise customers, telecommunications providers and managed service partners across the UK and beyond.
This is an opportunity to work with technologies that many support engineers only encounter later in their careers, including advanced networking, cloud connectivity, carrier-grade infrastructure and telecommunications services.
As a Level 2 Support Engineer, you will play an important role in supporting business-critical customer environments while developing your technical expertise alongside experienced Level 3 engineers, cloud specialists and network architects.
This is not a scripted helpdesk role. You will be encouraged to investigate issues, develop troubleshooting skills, take ownership of incidents and build the experience needed to progress into more senior technical positions.
What You Can Expect
- Exposure to enterprise networking, cloud connectivity and telecommunications technologies.
- The opportunity to support major enterprise and carrier customers whose services are critical to their operations.
- Hands-on experience investigating real-world networking, connectivity and cloud issues.
- Close collaboration with experienced Level 3 engineers, cloud operations and engineering teams.
- A supportive environment focused on technical development and continuous learning.
- The chance to build experience across technologies including Layer 2 networking, Layer 3 routing, Azure networking, VPNs, carrier connectivity and cloud services.
- Real ownership of incidents and customer issues rather than simply passing tickets between teams.
- Opportunities to contribute to service improvements, documentation, monitoring and operational processes.
- A growing technology company where strong performers can develop their careers into senior support, engineering, cloud or network architecture roles.
If you are passionate about networking, enjoy troubleshooting technical problems and want to develop your skills in an environment where you can learn from experienced engineers while supporting enterprise and telecommunications customers, iQuila offers an excellent opportunity to accelerate your career.
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