2nd Line IT Support Engineer

Job Title: Level 2 Support Engineer - Networking & Infrastructure Generalist Salary: £30,000 - £38,000 Location: Birmingham

A growing organisation is seeking a Level 2 Support Engineer with a strong networking and infrastructure background to join their technical support team. This role is ideal for a proactive IT professional who enjoys troubleshooting complex issues across networking, virtualisation, and cloud environments while supporting a busy enterprise infrastructure.

Key Responsibilities

Provide Level 2 technical support across networking, infrastructure, and cloud services.

Troubleshoot complex networking issues, including VLANs, routing, and switching.

Configure and maintain VLANs, ACLs, and firewall policies.

Diagnose Spanning Tree issues and network performance problems.

Support and maintain firewall, switching, and wireless infrastructure.

Perform firmware and software upgrades on networking equipment.

Manage and maintain virtualisation environments (VM lifecycle management).

Support Microsoft 365 services, including Exchange, Teams, and SharePoint.

Assist with Azure infrastructure and understanding of cloud resource fundamentals.

Support SAN storage environments and understand storage architecture basics.

Perform remote troubleshooting of technical incidents and service requests.

Work within an ITSM ticketing system, managing incidents, prioritisation, and escalation.

Maintain and update technical documentation and knowledge base articles.

Assist with backup technologies and data protection processes.

Required Skills & Experience

Strong troubleshooting and analytical problem-solving skills

Experience supporting

VLAN configuration and management

Static routing on switches and firewalls

ACL creation and modification

Inbound and outbound firewall policies

Spanning Tree troubleshooting

Firewall Experience Experience supporting at least one of the following vendors:

Check Point

Cisco Meraki

Juniper

Switching Experience Experience supporting:

HPE / Aruba

Cisco Meraki

Wireless Networking Experience supporting wireless environments including:

HPE Aruba

Cisco Meraki

Cisco

Virtualisation Experience supporting virtual environments including: Hyper-V

VM lifecycle management (create/delete/snapshots/maintenance)

Virtual switch management

VMware

VM lifecycle management

Virtual switch management