2nd Line Support Engineer

Talk Straight Group

. Provide in-depth technical troubleshooting for escalated incidents related to network services, internet connectivity, hardware, and customer setups, including routers and firewalls.

Posted 9/29/2026full-timeIlkley • United KingdomJuniorMid-Level💰 £28,000 - £30,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical troubleshooting for network services, including WAN, LAN, DNS, DHCP, and VoIP. Proficient in configuring and managing networking equipment, with strong communication and customer service skills.

Highest-signal resume keywords

Technical Support ExperienceNetwork Engineering SkillsAdvanced Troubleshooting TechniquesNetworking CertificationsCustomer Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TCP/IPDNSDHCPVPNRouting ProtocolsNetwork TroubleshootingNetwork ConfigurationIP Address ManagementFirewallsNetworking Fundamentals

Soft Skills

Excellent Communication SkillsInterpersonal SkillsAnalytical MindsetPatienceEmpathy

Tools & Technologies

Monitoring ToolsNagiosSolarWindsPRTGCiscoJuniperFortinetWindowsLinuxMacOS

Certifications & Qualifications

CompTIA A+Network+Cisco CCNA

Industry Keywords

ISPTelecommunicationsNetwork ServicesCustomer SupportTechnical Support

Tech Stack

Tools & technologies

DNSFirewallsLinuxMacOSTCP/IPVoIP

About the role

Key responsibilities & impact

Provide in-depth technical troubleshooting for escalated incidents related to network services, internet connectivity, hardware, and customer setups, including routers and firewalls.
Handle and manage technical issues escalated by the first line support team, ensuring accurate diagnoses, timely resolution, and effective communication throughout the process.
Use advanced monitoring tools to identify, diagnose, and proactively resolve issues across WAN, LAN, DNS, DHCP, and VoIP services.
Liaise with third-party providers to resolve complex issues and escalate service outages as necessary.
Assist in configuring and troubleshooting networking equipment, IP address management, and VPN setups.
Maintain clear and professional customer communication regarding escalated issues, providing updates and managing resolution expectations.
Document advanced troubleshooting processes, configurations, and fixes for future reference and to enhance the first line team's knowledge base.
Provide feedback to development and infrastructure teams to improve service reliability, product offerings, and internal processes.
Assist in training and mentoring the first line support team by sharing technical knowledge, troubleshooting techniques, and best practices.

Requirements

What you’ll need

Minimum 2-3 years of experience in a technical support or network engineering role, preferably within an ISP or telecommunications environment.
Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
Strong understanding of internet services, networking hardware, and common operating systems.
Excellent communication skills, both verbal and written.
Strong interpersonal skills with a customer-centric attitude.
Patience and empathy when dealing with frustrated or non-technical customers.
Analytical mindset with the ability to think critically and resolve issues efficiently.
Willingness to learn and adapt to new technologies and processes.
Relevant certifications (eg. CompTIA A+, Network+, Cisco CCNA) are a plus.
Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPNs, and routing protocols (BGP, OSPF).
Hands-on experience with network devices, firewalls (eg. Cisco, Juniper, Fortinet), and troubleshooting complex networking issues.
Knowledge of monitoring tools (eg, Nagios, SolarWinds, PRTG) to detect and diagnose network issues.
Experience with operating systems (Windows, Linux, macOS), including server environments.

Benefits

Comp & perks

Full structured training will be provided.
Regular 1-1's with your line manager to review progress and provide support.
Annual performance review.
A friendly, welcoming and supportive culture.
Development opportunities.
Up to 25 days holiday per year plus Bank Holidays
Wellbeing day.
Hybrid working.
Company events.
Company pension - 5% employer contribution
Referral programme.
Contractual sick pay.
Employee Assistance Programme.
Contractual maternity and paternity pay.
Health Cash Plan.
Non-work related training allowance.
Volunteering day.
Day off for your birthday.