2nd Line Support Engineer

The role of the Second Line Support Engineer is to provide second line support and act as an escalation point for our First Line support team in our busy Security Operations Centre.
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Orange Cyberdefense is Europe's leading cyber security services and solutions provider, and we are currently looking for a 2nd Line Support Engineer to join our team in Maidstone.

The role of the Second Line Support Engineer is to provide second line support and act as an escalation point for our First Line support team in our busy Security Operations Centre.

It is essential that you are able to work under pressure and possess excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.

The Support team operate on a split day shift system working on a 7 day a week Rota basis, covering the hours between 7am to 9.30pm. There is also a requirement to cover weekend shifts, roughly once every 4 weeks which is reimbursed with days in lieu and an out-of-hours callout, again on a rota basis for which an on call fee plus overtime at industry standard rates is paid.

Your key responsibilities as a 2nd Line Support Engineer will include:

  • To provide second line support and escalation of helpdesk tickets to our customer base, working to specific SLA’s
  • Providing remote support and change management assistance to our customer base on a 24x7 basis as required
  • Managing and monitoring call queues ensuring adherence to customer SLA’s
  • Proactive Technical account management for mid-range clients, managing software life cycle and patching and upgrades for customers.
  • To provide Quality Assurance checking as part of the Orange Cyberdefense and customers change control process
  • Ensuring that all case related documentation is clear, concise and updated in the Helpdesk/CRM systems
  • Ensuring that customers are updated continuously on the status of their issues 

To join us as a 2nd Line Support Engineer, you need to have the following skills and experience:

  • You must have basic commercial experience administering and supporting at least two of the following technologies: Checkpoint Firewall, F5, Symantec Bluecoat, Cisco, Fortinet, Pulse Secure, Palo Alto
  • You will ideally hold at least one of the following certifications: Checkpoint CCSA, Juniper JNCIS (ScreenOS, SRX, JSA/MAG), Cisco CCNP (Security - Pix/ASA), F5 CSE (LTM/GTM/APM/ASM), Bluecoat BCCPP
  • You must have basic experience in either a customer facing support or engineering role working with security products from our portfolio as above
  • You must have a solid understanding of networking technologies, LAN/WAN, routing, switching, IP sub-netting, and will possess a good understanding of the 7 layer OSI model and associated protocols.
  • You must have Linux based Operating Systems and application experience
  • Ability to work as part of a team or independently with minimum supervision
  • You must have the ability to communicate clearly, verbally and in writing at all levels

By joining one of the world’s leading cyber security companies as a 2nd Line Support Engineer, you will be offered the following:

  • An opportunity to join a forward-thinking company and a role that allows for a deeper understanding of the industry
  • Competitive salary 
  • A supportive work environment, working alongside industry experts
  • Private medical healthcare
  • Health cash plan 
  • Company pension
  • Life insurance
  • A free annual eye test
  • Company events several times per year
  • Cycle to work scheme
  • Perkbox incentives
  • A free birthday gift!

Please send your CV now for immediate consideration.


Usually responds within a week

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Hermitage Court
ME16 Maidstone Directions +44 1622 723 456 View page

Why work for us?

  • Reputable Brand

    With over 25 years in the industry, we are experts in what we do. We have an international presence and yet local teams on hand to assist our customers.

  • Career Opportunities

    We work in an ever growing, ever changing industry... who knows where a role within Orange Cyberdefense, could take you in the future? We are a rapidly growing organisation meaning that new opportunities are being created all the time!

  • Unrivalled Training

    We provide an outstanding amount of training to both our technical and non-technical employees. How do you think we
    ended up being so good at what we do! We have our very own training suite set up in our HQ, enabling vendors to provide
    ongoing training to upskill our team.

  • Excellent Benefits

    We value the time, energy and effort that our employees put into their work every single day and ensure that they are compensated with an outstanding benefits package including a company
    pension, life insurance, private health insurance, discounted gym membership and more!

  • Rewards and incentives

    We believe in rewarding our people when they make an outstanding contribution to the success of the company. We have
    various internal incentives which could see you on an all-expenses paid trip to Las Vegas or even a £1,000 tax free bonus!

  • Team Days

    We spend more time at work than we do at home and recognise the importance of having time to socialise and get to know one another!

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