2nd Line Support Engineer

Job Title: 2nd Line Support Engineer – Networking & Infrastructure Support

Location: Birmingham

A growing organisation is seeking a Level 2 Support Engineer with a strong networking and infrastructure background to join their technical support team. This role is ideal for a proactive IT professional who enjoys troubleshooting complex issues across networking, virtualisation, and cloud environments while supporting a busy enterprise infrastructure.

Key Responsibilities

• Provide Level 2 technical support across networking, infrastructure, and cloud services.
• Troubleshoot complex networking issues, including VLANs, routing, and switching.
• Configure and maintain VLANs, ACLs, and firewall policies.
• Diagnose and resolve Spanning Tree Protocol (STP) issues and network performance problems.
• Support and maintain firewall, switching, and wireless infrastructure.
• Perform firmware and software upgrades on networking equipment.
• Manage and maintain virtualisation environments, including VM lifecycle management.
• Support Microsoft 365 services, including Exchange Online, Teams, and SharePoint.
• Assist with Azure infrastructure and provide support for cloud resource fundamentals.
• Support SAN storage environments and maintain an understanding of storage architecture principles.
• Perform remote troubleshooting of technical incidents and service requests.
• Work within an ITSM ticketing system, managing incidents, service requests, prioritisation, and escalation processes.
• Maintain and update technical documentation and knowledge base articles.
• Assist with backup technologies and data protection processes.

Required Skills & Experience

• Strong troubleshooting and analytical problem-solving skills
• Networking Experience
• VLAN configuration and management
• Static routing on switches and firewalls
• ACL (Access Control List) creation and modification
• Inbound and outbound firewall policies
• Firewall Experience
• Switching Experience
• Experience supporting:
• Wireless Networking
• Experience supporting wireless environments

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