2nd Line IT Network Support

SUMMARY:
-

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