Full Time
Location
Dublin, Ireland (Hybrid)
Closing Date
Thursday, 9 October, 2025 - 23:59
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.

HANDLE TICKETS ESCALATED FROM FIRST LINE SUPPORT, ASSISTING ENGINEERS DURING REMOTETROUBLESHOOTING SESSIONS WHEN REQUIRED.PROVIDE GUIDANCE AND TECHNICAL EXPERTISE TO FIRST LINE ENGINEERS TO HELP RESOLVEESCALATED ISSUES.TROUBLESHOOT NETWORK ISSUES, INCLUDING ROUTING, VLANS, CONNECTIVITY, TCP/UDP, AND THEOSI 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 ESCALATINGCROSS-FUNCTIONALLY WHEN NEEDED.COLLABORATE WITH OTHER TECHNICAL TEAMS (E.G., NOC, DEVELOPMENT, SERVICE DELIVERY) TORESOLVE 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.

Please refer the Job description for details