Network engineer L2
Wavenet
- Birmingham, Alabama, United States
- Birmingham, Alabama, United States
À propos
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.
Qualifications Skills & Experience You’ll Need
Proven technical experience in networking and security support.
Strong diagnostic and administration skills across some/all of the following:
Cisco Routing & Switching (ISR, ASR, Catalyst, Nexus 1–7K)
Cisco management tools and wireless platforms (controllers & access points)
Cisco ACE and F5 configuration and troubleshooting
Juniper & Extreme Firewalls
Tier 2 Broadband support, including traffic shaping
Experience with VLANs, VPNs, and network security principles
Knowledge of Meraki, Fortinet, and Palo Alto solutions (preferred)
Hands‑on experience in:
Firewall configuration and incident response
Monitoring and analysing network performance using traffic analysis tools
Excellent communication skills, with the ability to interact with all stakeholders including Directors.
Strong attention to detail and accuracy in documentation.
What Success Looks Like
Timely resolution or escalation of technical incidents.
High levels of customer satisfaction through clear and professional communication.
Accurate and comprehensive documentation of tickets and client systems.
Meeting SLA commitments consistently.
Proactive collaboration with both customers and suppliers.
Benefits Here’s a closer look at what we offer:
Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
Annual Leave: 25 days of leave, increasing by one day each year up to 28 days.
Health & Wellbeing: Private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
Wavenet Academy: A user‑friendly Learning Management System (LMS) designed to enhance learning, training, and personal development initiatives across our organisation.
We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.
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Compétences linguistiques
- English
Avis aux utilisateurs
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