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- Tasks: Provide 2nd line support for diverse technologies and assist business customers with their network needs.
- Company: Friendly ISP in Stoke, focused on delivering excellent customer service.
- Benefits: Competitive salary, job security, and a supportive team environment.
- Why this job: Gain hands-on experience in network security and work with cutting-edge technologies.
- Qualifications: Fortinet certification and experience in technical support roles required.
- Other info: Opportunity for career growth and learning in a dynamic workplace.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
Office Based in the ST5 area of Stoke Monday–Friday, 8am–5pm / 9am–6pm (rota-based)
Driving licence required
We’re looking for a 2nd Line Support Engineer (with 1st line responsibilities) to join our small, friendly support team at a business-focused ISP. This is a hands-on, varied role that also includes some 1st line responsibilities, offering the opportunity to work across a broad range of technologies and services.
You’ll be supporting our business customers across multiple services including Ethernet, broadband, voice (VoIP and PSTN), security, and hosting. Our customer base ranges from small sole traders to large corporate clients with complex, multi-site Layer 2 networks and advanced FortiGate security systems, hosting business server clusters with us.
What we’re looking for:
- Experience in technical support roles, ideally in a business ISP or MSP environment
- Strong communication skills with a professional phone manner
- A methodical and proactive troubleshooting approach
- Willingness to take on new challenges and learn on the job
- Comfortable working independently and as part of a small team
What you’ll be doing:
- Providing 2nd line support across our range of services
- Handling 1st line tasks where needed
- Supporting both small and large customers, including critical corporate environments
- Participating in the out-of-hours support rota
- Visiting customer sites when required
- This is an excellent opportunity to broaden your technical experience in a supportive environment, working with a wide array of technologies and clients.
Essential skills:
Fortinet Certified Professional Network Security Experience with VoIP and broadband technologies
Networking fundamentals – LAN/WAN, routers, switches, firewalls.
Strong knowledge of IP protocols at packet level.
Self-motivated, able to effectively manage time, and work independently.
Excellent customer service skills.
Strong verbal and written communication skills.
DNS records
Desirable skills:
Experience with juniper equipment / MPLS
Familiarity with broadworks VoIP phone services
Vmware experience
Knowledge of linux / windows systems
Exposure to network monitoring tools
The role is primarily office-based at our office in the ST5 area of Stoke, with occasional travel to customer sites, sometimes at short notice—so a full UK driving licence is essential. You will be part of a small team of 2nd/1st line support therefore you will need to be happy and confident to handle both sides, a good telephone support manner and the ability to handle the technical support too. Being on call/call out is shared but typically yoiu would only have c.1 hour of actual calls out of office hours per month.
This is a varied role within a well-established business offering a competitive salary along with job satisfaction and security. For more information please forward your CV and we will organise a call at a time to suit you.
Application question(s):
- Commutable to ST5 happy to be office based Monday to Friday with some travel to customers
- Fortinet NSE 5 / 7 is essential criteria for this role do you have experience?
Experience:
- Fortinet Certified Professional Network Security: 1 year (required)
- VoIP and broadband technologies: 1 year (required)
- Networking – LAN/WAN, routers, switches, firewalls.: 1 year (required)
- 2nd IT/Telecoms line support: 2 years (required)
Fortinet Network Security Support Engineer employer: Dorchester Search & Selection
Contact Detail:
Dorchester Search & Selection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fortinet Network Security Support Engineer
✨Tip Number 1
Get to know the company before your interview! Research their services, values, and recent projects. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Since this role involves supporting a range of technologies, brush up on your knowledge of Fortinet systems, VoIP, and networking fundamentals. Being able to speak confidently about these topics can really set you apart.
✨Tip Number 3
Show off your communication skills! During interviews, demonstrate your ability to explain complex technical issues in simple terms. This is crucial for a support role where you'll be dealing with customers who may not have a technical background.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the role.
We think you need these skills to ace Fortinet Network Security Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Fortinet and any relevant technical support roles. We want to see how your skills match up with what we're looking for, so don’t be shy about showcasing your expertise!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about the role and how your background makes you a perfect fit for our team. Keep it friendly and professional, just like us!
Show Off Your Communication Skills: Since strong communication is key in this role, make sure your written application reflects that. Use clear language and a professional tone, but don’t forget to let your personality shine through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important details about the role!
How to prepare for a job interview at Dorchester Search & Selection
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Fortinet security systems, VoIP, and broadband technologies. Be ready to discuss your experience with LAN/WAN, routers, switches, and firewalls, as these are crucial for the role.
✨Show Off Your Communication Skills
Since you'll be dealing with a range of customers, practice explaining technical concepts in simple terms. A professional phone manner is key, so consider doing mock calls with a friend to refine your approach.
✨Demonstrate Problem-Solving Prowess
Prepare to showcase your troubleshooting skills. Think of specific examples where you've resolved complex issues, especially in a 2nd line support context. Highlight your methodical approach and how you handle challenges.
✨Be Ready for On-the-Job Learning
Express your willingness to learn and adapt. This role involves taking on new challenges, so share instances where you've successfully picked up new skills or technologies quickly in previous positions.