Job Title: 2nd Line Network Support Engineer

Location: Liverpool (Hybrid, Office/On-Site)
Salary: £40,000 - £50,000

The Company

This is an advanced technology services provider, delivering professional services and software defined solutions to enterprise clients across the world. Recognised as a leading and multi-award-winning managed service provider, the business specialises in the design, implementation, and support of large scale, complex software defined infrastructures.

Driven by significant growth, the business is expanding its managed services team and looking for an experienced engineer who can hit the ground running. Training is genuinely embedded in the culture and available across all supported technologies, though this role calls for someone who can work independently and represent the business confidently on site from day one.

Roles & Responsibilities

As 2nd Line Network Support Engineer, you'll take day-to-day responsibility for supporting managed service customer networks, acting as the primary on-site representative for a key customer account while remaining part of a wider remote support team.

• Take technical ownership of all network issues, training and advising team members to support their development
• Maximise customer network performance through proactive monitoring, troubleshooting, and outage resolution
• Maintain customer network equipment, firewalls, and infrastructure to the latest stable versions in line with contracts
• Secure network and infrastructure components by establishing clear rules, policies, and access controls
• Respond to customer incidents and service requests via telephone, email, or web portal
• Work to agreed SLAs, communicating early and clearly if any are at risk
• Continuously review and improve the technology solution and knowledge base to support first-touch fixes and minimise client downtime
• Adhere to change management processes for both the business and the customer
• Keep all customer and internal documentation up to date as changes are made
• Split time across home working, the company's office, and a customer site in Liverpool, with a typical week consisting of 2 days in the office, 1 day on site, and 2 days from home