Second Line Network Support Engineer

- I will need you to respond to customer incidents by performing 2nd Line Network and Security support diagnostics to resolve faults and implement workaround solutions that meet SLA standards and customer needs, along with occasional 1st Line support coordination duties. - You will be required to liaise with customers during escalations at a 2nd line network technical level as part of the escalation and resolution of incidents. - I expect you to maintain and develop your technical competence with key vendors such as Cisco, Fortinet, Palo Alto, etc., seeking and applying relevant training opportunities and best practices. - Additionally, you will need to raise, progress, and monitor all escalations both internally and externally, ensuring satisfactory conclusions and timely updates to stakeholders, facilitating a seamless handover at key stages of progression.