Full Time
Location
Dublin, Ireland (Hybrid)
Closing Date
Thursday, 9 October, :59
Team
Technical Support
Reporting to
Technical Support Supervisor
Job Overview
We are seeking a skilled and motivated Second Line Technical Support Engineer to join our
growing Technical Support team. This role serves as a key escalation point for our First Line
Engineers, providing in-depth technical troubleshooting for customers and working closely with
other departments to resolve complex issues.
The successful candidate will have a strong foundation in networking, broadband, and
telephony, with solid incident management skills and a natural team-oriented mindset. The
Second Line team plays a crucial role in ensuring escalated issues are resolved efficiently while
maintaining 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