Second Line Support Engineer

Job Title: Level 2 Support Engineer – Networking & Infrastructure Generalist

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 Spanning Tree 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 (VM lifecycle management).
• Support Microsoft 365 services, including Exchange, Teams, and SharePoint.
• Assist with Azure infrastructure and understanding of cloud resource fundamentals.
• Support SAN storage environments and understand storage architecture basics.
• Perform remote troubleshooting of technical incidents and service requests.
• Work within an ITSM ticketing system, managing incidents, prioritisation, and escalation.
• 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.
• VLAN configuration and management.
• Static routing on switches and firewalls.
• ACL creation and modification.
• Inbound and outbound firewall policies.
• Spanning Tree troubleshooting.

Firewall Experience

Experience supporting at least one of the following vendors:

• Check Point
• Juniper

Switching Experience

Experience supporting:

• HPE / Aruba

Wireless Networking

Experience supporting wireless environments including:

• HPE Aruba
• Cisco

Virtualization Experience

Experience supporting virtual environments including:

• Hyper‑V

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