Second Line Technical Support Engineer

Job Overview

We are seeking a skilled and motivated Second Line Technical Support Engineer to join our growing Technical Support team.

This role serves as a key escalation point for our First Line Engineers, providing in-depth technical troubleshooting for customers and working closely with other departments to resolve complex issues.

The successful candidate will have a strong foundation in networking, broadband, and telephony, with solid incident management skills and a natural team-oriented mindset.

The Second Line team plays a crucial role in ensuring escalated issues are resolved efficiently while maintaining high service standards and meeting SLA / KPI commitments for all our customers.

Key Responsibilities

Handle tickets escalated from First Line Support, assisting Engineers during remote troubleshooting sessions when required.

Provide guidance and technical expertise to First Line Engineers to help resolve escalated issues.

Troubleshoot network issues, including routing, VLANs, connectivity, TCP / UDP, and the OSI model.

Perform and interpret broadband diagnostic tests, logging and escalating faults.

Identify and escalate call routing and SIP-related issues.

Investigate and reproduce reported issues, documenting findings and escalating cross-functionally when needed.

Collaborate with other technical teams (e.g., NOC, Development, Service Delivery) to resolve complex issues.

Document troubleshooting steps, known issues, and solutions in the knowledge base.

Maintain SLA and KPI commitments for escalated incidents.

Contribute to continuous improvement by identifying process and training gaps.

Required Skills & Experience

Minimum 2 years' experience in Technical Support or a Second Line role.

Strong understanding of network fundamentals, including topology, routing, VLANs, IP protocols (TCP / UDP), and the OSI model.

Experience in a telecoms or ISP environment.

Hands-on experience with broadband technologies, diagnostic and testing.

Knowledge of PBX systems and SIP protocols (desirable).

Proven incident management experience, with the ability to manage cases from escalation through to resolution.

Experience in call routing and carrier-level troubleshooting.

Strong communication skills, both written and verbal.

Ability to collaborate effectively across teams and support colleagues in resolving technical issues.

Experience working to SLA and KPI targets.

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