Network engineer L2

We are looking for a skilled 2nd Line Network Engineer to join our Service Operations team. You’ll be responsible for providing advanced technical support to Wavenet customers, diagnosing and resolving network incidents, and ensuring service requests are handled to the highest standard. This is a hands-on technical role requiring strong troubleshooting skills across a range of networking and security technologies.

What You’ll Be Doing

• Technical Support – Provide second-line diagnostics and fixes for customer incidents, escalating when necessary.
• Customer Care – Work closely with clients via phone and email, ensuring issues are resolved effectively and customers are kept updated at all stages.
• SLA Management – Prioritise and manage tickets to meet contractual service levels.
• Documentation – Maintain accurate and up-to-date records in the Help Desk System, including client infrastructure details and troubleshooting steps.
• Collaboration – Liaise with 3rd party suppliers to resolve hardware, software, and connectivity issues, ensuring SLA targets are met.
• Continuous Improvement – Contribute to knowledge sharing within the team by updating documentation and supporting colleagues in resolving complex issues.