Full TimeLocationDublin, Ireland (Hybrid)Closing DateThursday, 9 October, :59TeamTechnical SupportReporting toTechnical Support SupervisorJob OverviewWe are seeking a skilled and motivated Second Line Technical Support Engineer to join ourgrowing Technical Support team. This role serves as a key escalation point for our First LineEngineers, providing in-depth technical troubleshooting for customers and working closely withother departments to resolve complex issues. The successful candidate will have a strong foundation in networking, broadband, andtelephony, with solid incident management skills and a natural team-oriented mindset. TheSecond Line team plays a crucial role in ensuring escalated issues are resolved efficiently whilemaintaining high service standards and meeting SLA/KPI commitments for all our customers.Key Responsibilities- Handle tickets escalated from First Line Support, assisting Engineers during remote troubleshooting sessions when required. - Provide guidance and technical expertise to First Line Engineers to help resolve escalated issues. - Troubleshoot network issues, including routing, VLANs, connectivity, TCP/UDP, and the OSI model. - Perform and interpret broadband diagnostic tests, logging and escalating faults. - Identify and escalate call routing and SIP-related issues. - Investigate and reproduce reported issues, documenting findings and escalating cross-functionally when needed. - Collaborate with other technical teams (e.g., NOC, Development, Service Delivery) to resolve complex issues. - Document troubleshooting steps, known issues, and solutions in the knowledge base.Maintain SLA and KPI commitments for escalated incidents.Contribute to continuous improvement by identifying process and training gaps.Required Skills & Experience- Minimum 2 years' experience in Technical Support or a Second Line role. - Strong understanding of network fundamentals, including topology, routing, VLANs, IP protocols (TCP/UDP), and the OSI model. - Experience in a telecoms or ISP environment. - Hands-on experience with broadband technologies, diagnostic and testing. - Knowledge of PBX systems and SIP protocols (desirable). - Proven incident management experience, with the ability to manage cases from escalation through to resolution. - Experience in call routing and carrier-level troubleshooting. - Strong communication skills, both written and verbal. - Ability to collaborate effectively across teams and support colleagues in resolving technical issues. - Experience working to SLA and KPI targets.How to apply:Send your cover letter and CV to