Eso - 2nd Line Support Engineer

What you'll do

With us,you can become the go-to expert for solving complex network challenges and delivering exceptional service to our business customers.

• As a 2nd Level Support Network Engineer in our Business Service Operations (BSO) team,you’ll be part of Vodafone Business Technology, supporting sophisticated voice and data solutions for our corporate and government clients.
• You’ll take ownership of complex incidents across LAN, WAN, Wi-Fi, and Unified Comms environments, working directly with customers to troubleshoot and resolve technical issues.
• You’ll act as a key escalation point for Level 1 engineers, lead technical bridge calls during major incidents, and manage network changes and service requests within defined SLAs.
• Your role will involve configuring and maintaining enterprise-grade equipment, interpreting network trends, and driving continuous service improvement.
• You’ll collaborate across teams—Network Operations, Technical Design, 3rd Line Engineering, and external partners—to ensure seamless fault resolution and service delivery.
• You’ll also mentor junior engineers, contribute to documentation and automation initiatives, and play a pivotal role in launching new services and supporting early life operations.

Who we are looking for

• A minimum of 5 years’ experience supporting complex telecom and CPE-based solutions
• Cisco Certified Network Professional (CCNP) and Aruba certifications (ACMA, ACSA, ACCA)
• Strong hands-on experience with Cisco, Aruba, Fortinet, and PaloAlto technologies
• Deep understanding of TCP/IP, routing protocols (OSPF, BGP, EIGRP), VLANs, NAT, VPNs, MPLS, STP, and firewalls
• Experience with network monitoring tools like SolarWinds, PRTG, or Zabbix
• Familiarity with ITIL processes and ticketing systems such as ServiceNow or Jira
• Exposure to automation tools (Ansible, Python) and cloud networking (AWS, Azure, GCP)
• Excellent communication and customer service skills
• Ability to lead technical calls and manage incidents under pressure
• Strong documentation habits and a process-driven mindset
• A degree in IT, Telecommunications, or Engineering is desirable
• Knowledge of Vodafone Business Corporate product portfolio and ITIL v4 Foundation is a plus

When choosing us:

When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!

Some of the benefits that you will receive along the way are:

• Competitive Salary
• Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
• Generous Employer Pension contribution
• Free Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
• Learning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
• Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!
• 23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
• Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
• We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies.
• We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work.
• We are an equal opportunities employers where our people can be at their best.
• When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one.
• It starts here. It starts with you. 
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