2nd Line IT Network Support

SUMMARY:
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POSITION INFO:

2nd Line Network Support Engineer / IT Service Engineer
Location: Cape Town CBD (UK Working Hours – Daylight Saving)
Type: Full-Time

Are you an experienced IT Support or Network Engineer looking to further your career in a fast-paced, customer-focused environment?

We are looking for a technically strong 2nd Line Network Support Engineer to join a dynamic and growing team. This role offers exposure to a broad range of technologies including networking, firewalls, cloud services, online security, Wi-Fi, VoIP, servers, and communications technologies.

You will play a key role in investigating and resolving customer incidents, troubleshooting complex technical issues, restoring services, and delivering an excellent customer experience while working within SLA-driven environments.

Key Responsibilities

• Investigate, troubleshoot, and resolve customer incidents escalated to the team
• Provide remote support across customer network environments
• Monitor, maintain, and report on network infrastructure performance
• Support a broad range of technologies including WAN, LAN, Wi-Fi, VoIP, VPN, firewalls, cloud, and communications systems
• Troubleshoot and resolve incidents following initial triage
• Configure and support networking equipment and related technologies
• Work collaboratively with internal technical teams and third-party providers to resolve incidents efficiently
• Implement service restoration workarounds where required while root cause analysis is completed
• Escalate issues appropriately to ensure service level commitments are met
• Maintain accurate incident records, technical documentation, and configuration information
• Identify recurring technical issues, contribute to problem management, and support preventative actions
• Support online security, firewall configuration, data handling, and networking best practices
• Ensure service levels and customer expectations are consistently achieved

Skills & Experience Required

• Minimum 3 years’ experience in an IT service, network support, or technical support environment
• Strong hands-on troubleshooting experience in a customer-facing technical role
• Experience working within SLA-driven or ITIL-based environments
• Excellent verbal and written English communication skills
• Strong organisational skills with the ability to prioritise multiple tasks
• High attention to detail and strong problem-solving capability
• Flexible, proactive, and eager to learn new technologies

Technical Knowledge Required

Strong troubleshooting and configuration experience across:

• WAN, LAN, Wi-Fi, VPN, and firewall technologies
• Networking protocols including TCP/IP, DNS, DHCP, VLANs, routing, and switching
• Layer 2 networking and broadband troubleshooting
• Firewall and security technologies
• VoIP / SIP support (advantageous)
• Network monitoring and analytical tools

Experience with at least two or more of the following vendors is essential:

• Cisco
• Juniper
• Aruba
• Fortinet / FortiGate
• Brocade / Ruckus / Extreme Networks

Certifications & Qualifications

Essential:

• Current CCNA certification or equivalent networking knowledge

Advantageous:

• Diploma or Degree in Information Technology, Computer Science, or related field
• JNCIA
• Extreme Switching certification
• Security hardware experience (Firewall, IDS, etc.)
• Previous 2nd Line Support experience

What We Offer

• A dynamic and supportive working environment
• Exposure to enterprise networking, cloud, security, and communications technologies
• Opportunities for professional growth and certifications
• Competitive salary and benefits package
• Medical benefits
• Friendly and inclusive culture
• Career development opportunities