Line support engineer Work, Jobs in Rockcliffe, Cma (with Salaries)

2nd Line IT Support Engineer
Gemini —Carlisle
- Full-time
- Customer service
- Mentoring
- Referral programme
Quick apply
7d
Materials Technician
Construction Testing Solutions Ltd —Penrith
- From £26,500 a year
- Overtime
- English
- Mechanical knowledge
- Health & wellbeing programme
- Employee discount
Quick apply
14d
Customer Service Specialist
Hemiko —Rockcliffe
- £26,228 a year
- Full-time
- Customer service
- Microsoft Office
- Organisational skills
- Annual leave
Quick apply
9d
Delivery Engineer
ENWL —Penrith
- Up to £81,873.96 a year
- Engineering
- Computer networking
- Electrical Engineering
- Annual leave
- Employee assistance programme
Door Constructor
Clark Door —Carlisle
- Sales
- Travel
- Organisational skills
- Annual leave
- Employee discount
Site Engineer
Balfour Beatty —Penrith
- Engineering
- Construction experience
- Communication skills
- Annual leave
Insite Stores Manager
Rubix —Lochmaben
- Full-time
- Microsoft Excel
- Management
- Customer service
1d
Engineering Manager
Balfour Beatty —Penrith
- Night shift
- Management
- Engineering
- Maintenance
- Annual leave
14d
Mechanical Project Engineer
Glanua —Penrith
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- AutoCAD
- Annual leave
- Employee assistance programme
Quick apply
Design & Drawing Office Manager
Lionweld Kennedy —Marsh
- Full-time
- ERP systems
- Communication skills
- Time management
- Free parking
- Employee assistance programme
Senior Structural Engineer
Amey Ltd —Penrith
- Part-time
- Master's degree
- Bachelor's degree
- Leadership
- Annual leave
- Flexible schedule
Quick apply

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line support engineer jobs near rockcliffe, cma

2nd Line IT Support Engineer

Gemini -
Carlisle

Quick apply

Job details

Permanent | Full-time
7 days ago

Benefits

Paid volunteer time
Referral programme

Qualifications

Customer service
CCNA
DHCP
VoIP
IT support
Mentoring
DNS
IP networking
Root cause analysis

Full job description

2nd Line Technical Support Engineer

Location: Carlisle Cumbria

Position Type: Full-time, Permanent

Hours: Monday to Friday, 08:30 - 17:30

Salary Range: Negotiable (Depending on experience)

About Global 4

At Global 4, we Love Tech. We provide a wide range of market-leading telecom, connectivity, cloud, and IT services to businesses across the UK. Our vision is to solve our customers' technology challenges by advising, implementing, and supporting the right solutions with best-in-class service excellence.

Purpose of the Role

As a 2nd Line Technical Support Engineer, you will bridge the gap between initial triage and deep infrastructure/vendor support. You will act as the key escalation point for our 1st Line team, taking ownership of complex data, broadband, and Unified Communications (UCaaS) faults. Operating in a fast-paced environment, your goal is to troubleshoot technical issues efficiently, hit strict Service Level Agreements (SLAs), and communicate technical resolutions in simple, clear terms to our customers.

Key Responsibilities

Provide 2nd Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI).
Troubleshoot and resolve complex service-affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi-vendor platforms.
Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults.
Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR).
Conduct validation testing post-resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.
Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.
Contribute to root cause analysis and problem management by identifying recurring faults and proposing long-term fixes or process improvements.
Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross-functional issues.
Act as a technical escalation point within the team, supporting junior staff and sharing expertise through documentation, training, and peer mentoring.
Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).
Translate complex technical findings into clear, customer-friendly language, ensuring clients are informed and reassured throughout the support lifecycle.

Skills & Qualifications

Essential Experience

Minimum 2 years of experience working in a dedicated IT Support or managed service provider (MSP) helpdesk environment.
Strong fundamental knowledge of IP Networking (DNS, DHCP, NAT, Subnetting, and VLANs).
Proven technical understanding of SIP Protocol behavior and broadband technologies.
A natural aptitude for problem-solving under pressure with impeccable attention to detail.

Desirable Certifications (Highly Advantaged)

Strong practical knowledge of configuring, maintaining, and troubleshooting Meraki or DrayTek routers.
Microsoft Cloud Technologies
CCNA or equivalent networking certification.

Core Competencies

Customer Centric: A passionate, warm, and open approach to customer service with strong conflict resolution skills.
Highly Organised: Able to effectively multitask, prioritise tasks, and jump between varying priority tickets seamlessly.
Solution-Driven: A proactive team player focused on quality execution, trend analysis, and root-cause fix identification.

What We Offer

50% off our Broadband & Utility packages, completely free after two years
£1,000 Refer A Friend Scheme
25 days holiday allowance plus bank holidays- increasing up to 30 days with length of service
£250 Bright Ideas Scheme
Quarterly Top Performer's Day Out
Buy & Sell holiday allowance scheme
Death in service benefit
Friday fridge
Paid Charity leave

Quick apply

Refine Your Search

line support engineer jobs in rockcliffe, cma

2nd Line IT Support Engineer

Materials Technician

Customer Service Specialist

Delivery Engineer

Door Constructor

Site Engineer

Insite Stores Manager

Engineering Manager

Mechanical Project Engineer

Design & Drawing Office Manager

Senior Structural Engineer

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