Tier 2 Support Engineer
Job summary
As a Tier 2 Support Engineer, you will handle escalated technical issues requiring advanced troubleshooting and in-depth knowledge of networking, security, and server infrastructure. You will work closely with Tier 1 engineers and senior technical staff to resolve complex problems, implement solutions, and contribute to projects. This role demands strong hands-on experience with firewalls, virtualization platforms, advanced routing and switching, and modern security technologies.
Job descriptions & requirements
About Us
Our Client is a dynamic and forward-thinking Managed Service Provider (MSP) dedicated to delivering exceptional IT support to UK-based clients. They foster a culture where the customer always comes first and invest in their team's growth and development. They are looking for an experienced individual to join their KE helpdesk team as a Tier 2 Support Engineer.
Key Responsibilities
Act as the escalation point for Tier 1 engineers for complex technical issues.
Diagnose and resolve advanced problems across servers, networks, and security systems.
Configure, maintain, and troubleshoot firewalls (Sophos, Fortigate), VPNs, and security policies.
Manage and support virtualization environments (VMware, Hyper-V, Proxmox).
Perform advanced network switching and routing, VLAN configuration, and SD-WAN deployments.
Handle server administration tasks including Active Directory, Group Policies, and Windows Server roles.
Assist in planning and implementing infrastructure upgrades and migrations.
Liaise with vendors for escalated support and warranty claims.
Take ownership of escalated tickets and ensure timely resolution within SLA.
Document detailed troubleshooting steps and resolutions for knowledge base.
Provide guidance and mentorship to Tier 1 engineers.
Maintain accurate diagrams, firewall rules, and server configurations.
Identify recurring issues and propose long-term solutions.
Contribute to process improvements and automation initiatives.
documentation of network
Technology You Will Work With
Operating Systems: Windows Server (2016+), Linux (basic administration)
Virtualization: VMware ESXi, Hyper-V, Proxmox
Networking: Advanced switching & routing (Cisco, Ubiquiti), VLANs, SD-WAN
Firewalls & Security: Sophos XG, Fortigate, VPNs, IPS/IDS
Backup & DR: Veeam, Synology
Cloud Services: Microsoft 365, Azure AD, Exchange Online
Monitoring Tools: PRTG, NinjaOne, RMM platforms
What We Offer
Competitive salary based on experience.
Opportunities for professional growth and certification sponsorship.
Exposure to advanced technologies and complex projects.
A collaborative and supportive team environment.
Preferred Certifications and Qualifications
CompTIA Network+ or Security+
Sophos Certified Engineer / Fortinet NSE
VMware VCP or equivalent virtualization certification
Cisco CCNA (or higher)
Experience
Minimum 3 years in IT support with hands-on experience in networking and server administration. Previous MSP experience is highly desirable.
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