2nd Line Engineer

At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base. We're looking for a positive, enthusiastic and resourceful individual to join our Managed Services team to help deliver 2nd Line support. There's never been a more exciting time for us, and we're looking for like-minded, ambitious individuals who can help us build our business on this exciting journey.

What's involved in this role?

As a 2nd Line Engineer, you'll play a key role in supporting our Managed Services team by providing expert technical support and troubleshooting across a range of network and infrastructure technologies. You'll act as an escalation point for complex issues, assist with the smooth transition of projects into Managed Services, and help maintain and improve our monitoring and automation tools. Working closely with 1st and 3rd Line Engineers, you'll ensure incidents are resolved efficiently and to a high standard while contributing to continuous service improvement. This role is well-suited to someone who enjoys problem-solving, thrives in a collaborative environment, and takes pride in delivering reliable, customer-focused support.

Responsibilities

• Complete work streams and daily tasks as directed by the Service Operations Manager.
• Responsible for incident management across WLAN, LAN, WAN routers, Firewalls, Server technologies as part of your allocated tickets.
• Support the transition of Projects into Managed Services. Setting up monitoring tools and documentation management as per the indications of 3rd Line Engineer and Service Operations Manager.
• Log and categorise incidents with detail and accuracy to an appropriate level, responding to contacts within agreed SLA and maintaining the ticketing tool.
• Support 3rd Line Support Engineers in their lead on all complex incidents and problems, helping them through to resolution, and supporting communication with stakeholders.
• Perform Network Maintenance and system upgrades including service packs, patches, hot fixes and security configurations according to vendor and consultant indications.
• Apply pre-authorised changes following the change request and change log methodologies.
• Perform system tests using documented plans provided by the engineering team or the vendor.
• Plan, schedule and monitor own work (and that of 1st Line Support Engineers where applicable) competently, within limited deadlines and according to relevant legislation and local procedures.
• Maintain vendor specialisations and accreditations as directed by management, ensuring exams are completed within the timescales given.
• Monitor infrastructure and identify incidents which will impact service.
• Drive the development and maintenance of the Service Desk toolset, particularly the monitoring and ticketing functions.
• Provide knowledge transfer and training activities to more junior engineers to assist with their individual training and development plans, including updating any scripted guides and instructions when required.
• Complete other tasks as directed by the Service Operations Manager or management which fall within the scope of your technical capabilities and experience.

Requirements
Who will succeed in this role?

• Excellent spoken and written English, able to clearly articulate issues and updates to customers and peers alike.
• A high degree of due diligence and attention to detail.
• Well organised and able to prioritise multiple work streams and has the common sense to escalate when workloads may pose a risk to customer delivery
• A clear ability to listen and take in new information and interpret instructions from peers and management to ensure work streams are carried out successfully
• Able to work well under pressure and have a clear understanding of your own abilities.

Experience

You will have a high level of expertise in network engineering support, specifically in Cisco Wireless and switching solutions with familiarity with Catalyst Centre. You are able to manage multiple tasks at one time and are able to continually re-prioritise to ensure SLAs are met.

Our Managed Services team, share a common set of characteristics that we feel are core to providing robust support. These skills and attributes are:

• A minimum of 3 years relevant engineering experience in a service engineering or similar technical role.
• Experience resolving complex problems covering multiple technologies (e.g. WAN, LAN, DC and Security deployments). Preferably Cisco WLAN and LAN architectures.
• Demonstrate previous working experience involving support and troubleshooting of network and Data Centre infrastructure.
• Knowledge of Application Performance Monitoring and Network Performance Monitoring will be a plus.
• Valid Cisco Certified Network Associate (CCNA) accreditation.

Desirable Industry Certifications

• CCDA
• ITIL Practitioner
• Meraki CMNA
• MCSA

Benefits
Why Forfusion?

You are looking for advancement and investment in you. You want to progress with clear milestones which are 100% within your control. When you're stuck, you have the humility to ask for help and feel no shame in doing so. You want to be trained, coached, mentored, challenged and stretched. You relish a different culture that affords you flexibility, sensible work/life integration and the chance to be an integral part of a winning team.

What benefits are on offer?

• Sick pay insurance
• Life insurance
• Private medical insurance
• Matched pension contribution to 8%
• Gym membership
• Flexible working

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