2nd Line Support Engineer

Second Line Support Engineer

We are looking for an experienced and technically skilled Second Line Support Engineer to join our dynamic and fast paced Support Team. As a Second Line Support Engineer, you will handle more complex and advanced technical issues that cannot be resolved by the first line support team. You will be responsible for in-depth troubleshooting, managing escalations, and working closely with third line engineers and other technical teams to ensure quick resolution of issues. This role demands solid technical expertise, excellent problem-solving skills and a customer-first mindset.

Key responsibilities of this role:

• 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 the infrastructure, including WAN, LAN, DNS, DHCP, and VoIP services.
• Liaise with third-party providers to resolve more complex issues and escalate service outages as necessary.
• Assist in the configuration and troubleshooting of networking equipment (routers, and firewalls), IP address management, and VPN setups.
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