Line 2 Network Support Engineer

M247 Manchester United Kingdom Customer Service & Operations Hybrid
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Company Description

Location: Manchester, M15 5RL

Working style: Hybrid

Hours: 40 hours per week, shifts on a 24/7 rota – includes weekdays, nights and weekends (overtime usually available)

Contract: Permanent

Salary: £30,000 - £35,000 per annum + overtime and on call

About M247

We’re so proud of the people and team at M247; our success and growth are a real joint effort. The key to our amazing team is simple – we focus on recruiting the best person for the job. We then create opportunities and equip you with the skills you need to build a successful career.

Our vision is for M247 to be the digital growth and innovation partner of choice. Underpinned by our heritage in connectivity and unified communications (UC) and advanced by our passion for cloud and application-based innovation, we enable our customers to grow and compete in the digital era.

Every single person at M247 has a part to play in our future success, so we look forward to your application and hopefully welcoming you into our team!


The role

In this exciting, customer-facing role of 2nd Line Network Engineer you’ll be a key point of contact for customer faults relating to the connectivity product portfolios, whilst providing break/fix and managed service activities across a portfolio of high-end managed connectivity products with our managed connectivity solutions customers.

Second Line Support provides remote access and technical assistance to the customer. The Second Line Support engineer will have a high level of expertise in most aspects of the customer network / topology. The Second Line support engineer will be able to resolve issues / requests / problems and changes.

Key responsibilities include but are not limited to:

  • Supporting customers and core infrastructure.
  • Log calls, process tickets and resolve accurately, in line with our Service Level Agreements & procedures.
  • Assisting customers with difficult fault related problems and suggest immediate action to limit damage and to provide restoration of services.
  • Perform general fault diagnosis and testing.
  • Request reconfiguration of all or part of the network.
  • Act as a backup to colleagues who require additional support with service request.
  • You’ll be included in the 24/7 rota.


Key personal skills needed:

  • Excellent communication and customer service skills
  • Confident on the telephone
  • IT competent
  • Enthusiastic to learn and develop within networking.

Key technical skills needed:

  • Proven experience as a 1st Line Network Engineer with an ISP or similar.
  • CCNA certified or equivalent level of knowledge
  • Basic understanding of the following technologies:
  • IP Protocols (ICMP, UDP, TCP);
  • IP filtering and firewalling;
  • Routing Protocols (BGP, OSPF, ISIS);
  • Quality of Service;
  • MPLS;
  • Ethernet (STP, RSTP, .1q VLANs, QinQ).
  • Troubleshooting approach to challenges
  • The ability to create and support VPNs.
  • Understanding of Cisco IOS.
  • Knowledge of Cisco Meraki desirable
  • Knowledge of Fortinet products desirable

Other information

Your package and perks

In recognition of your hard work, you’ll be entitled to 25 days holiday + bank holidays with purchasing scheme available, Healthcare Cash Plan and PERKS, Company Life Assurance, 3% company Pension contribution, Enhanced Paternal Leave, Employee Assistance Programme, a challenging and learning focused work environment, plus more.

All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status, or any other factor will be treated equally and fairly in the application process.