Job Description

2nd line Network Support Engineer

Department: NOC Service

Employment Type: Permanent - Full Time

Location: Hybrid

👋 Hello. Welcome to Wanstor!
At Wanstor, we’ve been delivering award-winning IT solutions for over 22 years, and we’re proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology.

Wanstor stands at the forefront of the industry with a full portfolio of high-quality services. From our award-winning managed services to our robust data and development capabilities, networking and infrastructure expertise, and unparalleled security solutions, Wanstor is renowned in the market for excellence. Our strong customer references provide a solid foundation for your success. If you’re looking for a place where your skills can thrive and grow, you’ll feel right at home here!

We’re looking for a talented individual to join our NOC team. As a 2nd Line Network Support Engineer, you will play a key role in delivering Wanstor’s managed network services across customer environments. Working within our NOC team, you will support the resolution of complex network incidents, maintain infrastructure availability, and act as an escalation point for network-related issues across our managed customer estate.

This is an excellent opportunity for a network support professional with Fortinet / FortiGate experience looking to develop within a fast-paced managed services environment.

What You'll Do

• Provide 2nd line support for customer network environments, acting as an escalation point for complex networking incidents within the NOC.
• Monitor, troubleshoot, and maintain customer network infrastructure across LAN, WAN, Wi-Fi, VPN, and firewall technologies.
• Support and administer Fortinet / FortiGate firewall environments across multiple customer estates.
• Investigate and resolve network incidents, outages, and performance degradations in line with SLA targets.
• Carry out network changes, standard service requests, and planned maintenance activities.
• Support project work including network installations, upgrades, migrations, and customer onboarding.
• Escalate complex issues to senior engineers or third parties where appropriate, providing clear diagnostics and context.
• Liaise with vendors, ISPs, and third-party support providers to drive issue resolution.
• Maintain accurate technical documentation, network diagrams, and ticket updates.
• Contribute to proactive monitoring, alerting improvements, and service optimisation across managed customer environments.
• Ensure all work is delivered in line with security and compliance standards.

What You'll Need

• Proven experience in a 2nd line network support / NOC / MSP environment.
• Strong hands-on experience supporting Fortinet / FortiGate firewalls in production environments.
• Good understanding of core networking principles including routing, switching, VLANs, VPNs, NAT, DNS, and DHCP.
• Experience troubleshooting LAN, WAN, wireless, and firewall-related issues.
• Familiarity with dynamic routing protocols such as BGP and OSPF would be advantageous.
• Experience with additional vendors such as Cisco, Aruba, Meraki, or Ubiquiti is beneficial.
• Familiarity with network monitoring and alerting tools such as PRTG, SolarWinds, or similar.
• Ability to troubleshoot methodically and remain calm under pressure during incidents.
• Strong communication skills with the ability to explain technical issues clearly to customers and internal teams. Good documentation and ticket hygiene within an ITIL-aligned support environment.
• Relevant certifications such as Fortinet NSE / FCP, CCNA, or equivalent are desirable.

What You'll Love

🌴 Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
📚 Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
🌟 Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
🤝 Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
🎉 Team Spirit: Join a friendly team and engage in various social events organised throughout the year.