2nd Line Network Support Analyst (24/7 Shift)
Permanent | 4 on / 4 off Shift Pattern
12-hour shifts (7am-7pm & 7pm-7am)
We're seeking a talented 2nd Line Network Support Analyst to join a brand-new 24/7 support team, providing advanced diagnostics and support across enterprise networking environments. You'll play a key role in troubleshooting complex connectivity issues, restoring services quickly, and ensuring customers receive exceptional support around the clock.
What You'll Be Doing
- Taking ownership of network-related incidents through to resolution.
- Providing technical support via phone, monitoring platforms, and ticketing systems.
- Troubleshooting routing, switching, firewall, wireless, and connectivity issues.
- Accessing and supporting customer network infrastructure remotely.
- Investigating performance issues, outages, and monitoring alerts.
- Managing escalations and working closely with third-party suppliers and vendors.
- Maintaining accurate technical documentation and incident records.
- Participating in major incident response and structured 24/7 shift handovers.
- Delivering excellent customer service while maintaining SLA performance.
- Previous experience in a 2nd Line Network Support, Connectivity Engineer, NOC Engineer or Service Desk role.
- Strong troubleshooting and incident management skills.
- Experience supporting:
- Cisco Routing & Switching (ISR, ASR, Catalyst, Nexus)
- Cisco security and firewall technologies
- Cisco Wireless Solutions
- Broadband, WAN and connectivity services
- VLANs and VPNs
- Experience working with networking vendors such as Cisco, Meraki, Extreme, or Fortinet.
- Strong understanding of network security principles.
- Experience with ITSM/ticketing systems, ideally ServiceNow.
- Excellent communication and customer service skills.
- Must be eligible for SC Security Clearance.
- Experience within a 24/7 support or NOC environment.
- Exposure to enterprise networking technologies including Palo Alto and FortiGate.
- Cisco, Fortinet or other relevant networking certifications.
- Experience with network monitoring and traffic analysis tools
About You
You'll be a proactive and customer-focused engineer with a passion for networking and problem-solving. You thrive under pressure, take ownership of technical issues, and enjoy working in a collaborative environment where no two days are the same. With excellent analytical skills and strong attention to detail, you'll play a key part in ensuring critical customer services remain operational 24/7
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2nd Line Network Support Analyst (24/7 Shift) employer: ECS Resource Group
As a Senior Configuration Engineer at our leading telecommunications organisation, you will thrive in a dynamic and innovative work culture that prioritises collaboration and continuous improvement. With hybrid working options in Newbury, we offer competitive pay, opportunities for professional growth, and the chance to work on cutting-edge technologies in 4G and 5G networks. Join us to be part of a team that values your expertise and supports your career development in a rapidly evolving industry.
