First Line Network Support Engineer

Salary: £25,000 - 30,000 per year

Requirements:

• Basic knowledge of networking protocols and concepts (TCP/IP, DNS, DHCP, etc.).
• Familiarity with common networking hardware (routers, switches, firewalls, access points).
• Experience with network monitoring and diagnostic tools (e.g., Ping, Traceroute, Wireshark).
• Good understanding of network security practices and firewalls.
• Strong communication skills and the ability to explain technical issues to non-technical users.
• Problem-solving ability and attention to detail.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Previous experience in a technical support role is desirable.
• Relevant certifications (e.g., CompTIA Network+, CCNA) are a plus.

Responsibilities:

• Provide first-line technical support for network-related issues via phone, email, or chat.
• Troubleshoot and diagnose common network problems (e.g., connectivity issues, slow performance, device configuration).
• Assist with basic configurations and maintenance of network hardware and software (routers, switches, firewalls, etc.).
• Ensure all incidents and requests are logged accurately in the support ticketing system.
• Perform basic checks on network devices, connectivity, and performance using diagnostic tools.
• Escalate unresolved or complex issues to second-line support or specialized engineers.
• Provide timely updates and resolutions to customers or internal users.
• Follow up on open incidents and requests to ensure customer satisfaction and resolution.
• Maintain accurate documentation of processes, procedures, and resolutions for future reference.
• Collaborate with other teams, including system administrators, to ensure network issues are resolved efficiently.
• Monitor and report on common network issues to help improve service quality.

Technologies:

• Hardware
• Support
• Network
• Security
• TCP/IP

More:

We are seeking a First Line Network Support Engineer to provide initial technical support and troubleshooting for network-related issues. We are the first point of contact for customers or internal teams experiencing network problems, diagnosing and resolving issues where possible, or escalating more complex problems to higher-level engineers. The role is typically office-based with the possibility of remote support.

last updated 40 week of 2026