Second Line Technical Support Engineer

Job Type
Full Time
Location
Dublin, Ireland (Hybrid)
Closing Date
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 hr_ops@iptelecom.ie