Network Support Engineer (Level 2)

Company Description

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.

Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact.

Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.

Position

Network Support Engineer – Level 2

The primary focus of this role is real-time incident resolution. As an escalation point for Level 1 engineers, the Level 2 engineer collaborates with the Squad Lead to triage, diagnose, and resolve issues across LAN, (SD-)WAN, Wi-Fi, and network security technologies. This includes managing moderately complex incidents with thorough troubleshooting, ensuring compliance with SLAs and operational standards. Level 2 engineer will be required to escalate unresolved or high-severity cases to Level 3 with clear technical documentation to maintain service continuity.

While lower-priority or scheduled tasks may be handled when possible, incident response remains the top priority for this role to minimise customer impact and meet SLA commitments. Working in multi-vendor environments, the engineer will also contribute to trend analysis and continuous improvement through technical knowledge sharing and high-quality shift handovers. Adherence to Xalient’s technical and procedural standards, and effective collaboration across shifts, is essential to consistent service delivery.

The role requires participation in a rotating 24x7x365 schedule, including weekends, holidays, and religious or cultural observances. Participation in an on-call rota may also be required to support critical incidents outside of standard hours.

What you’ll be doing

• Resolve Level 2 network incidents across LAN, (SD-)WAN, Wi-Fi, and security technologies, using solutions from vendors such as Aruba, Silver Peak, Fortinet, Cisco, and Palo Alto
• Act as an escalation point for Level 1 engineers, validating troubleshooting steps and supporting their development.
• Prioritise incident response over non-urgent tasks to adhere to defined SLAs, maintain high service availability and ensure detailed shift handovers.
• Collaborate during major incidents with Squad Leads, Level 3 engineers, and Incident Managers to support rapid resolution.
• Perform proactive maintenance tasks like backups, firmware reviews, and health checks to reduce reactive support.
• Maintain accurate documentation, including network diagrams, configs, and change records to support audits and operations.
• Engage with vendors and ISPs to coordinate support tickets, RMAs, and troubleshoot connectivity or circuit issues.

Requirements

What you'll need

• Minimum 3 years of hands-on experience in a network support or engineering role within a managed services provider or ISP, ideally in a 24x7 or shift-based environment.
• Strong understanding of enterprise networking, including routing, switching, firewalls, SD-WAN, Wi-Fi, and public cloud connectivity.
• Proven Professional-level hands-on experience with multi-vendor environments, including technologies from Cisco, Fortinet, Meraki, Palo Alto, Aruba, Silver Peak/Aruba EdgeConnect, and Zscaler.
• Skilled in network troubleshooting, using tools like iPerf, packet capture, traceroute, and monitoring platforms (e.g., LogicMonitor, SolarWinds).
• Familiarity with ITSM tools such as ServiceNow for incident and change management.
• Knowledge of ITIL processes, particularly incident, problem, and change management in SLA-driven support environments.
• Strong communication and collaboration skills, with the ability to support Level 1 engineers, contribute to complex incident resolution, and maintain clear documentation and shift handovers.

Education:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent hands-on industry experience.
• Professional-level industry certifications, including at least one of the following:
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)
• Fortinet Fortinet Certified Professional (FCP)
• Aruba Certified Professional (ACP) – e.g., Switching, Mobility
• Palo Alto Networks PCNSA

Preferred Qualifications:

• Completion of vendor training or certifications in SD-WAN technologies (e.g., Silver Peak, Fortinet, Cisco SD-WAN)
• ITIL Foundation certification or a demonstrable understanding of incident, change, and problem management processes in an ITIL-aligned environment.

Why Join Us?

• Work with cutting-edge cloud security technologies.
• Collaborative and dynamic work environment.
• Opportunities for professional growth and certifications.
• Competitive salary and benefits package.

Other information

Equal Opportunities Statement

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

Our Commitment to Diversity