Network Engineer 3rd Line

We are seeking an experienced and customer-focused Senior Networking Engineer to join our Managed Services Operations Centre (MSOC). This is a senior technical position responsible for providing expert-level support across multiple customer environments, acting as the highest point of technical escalation within the operations team.

You will play a pivotal role in maintaining and enhancing customer infrastructure, resolving complex technical issues, mentoring junior engineers, and driving continual service improvement. Working closely with Service Delivery, Professional Services, and Pre-Sales teams, you will help deliver exceptional managed services while building trusted relationships with customers.

If you thrive in a fast-paced managed services environment and enjoy solving complex networking challenges, we'd love to hear from you.

Key Responsibilities

Technical Operations

• Ensure high availability and performance of customer network environments through proactive monitoring, maintenance, and failover testing.
• Act as the Tier 3 technical escalation point for complex incidents, problems, and service requests.
• Troubleshoot and resolve advanced networking and infrastructure issues.
• Maintain accurate and detailed documentation within ITSM platforms.
• Perform routine housekeeping, patching, and system maintenance activities.
• Work closely with third-party vendors to manage support cases and escalations.
• Participate in an on-call rota providing out-of-hours escalation support.

Service Improvement & Customer Engagement

• Identify opportunities to improve customer environments, operational processes, and service delivery.
• Collaborate with Team Leaders and Service Delivery Managers on continual improvement initiatives.
• Ensure all activities meet or exceed agreed Service Level Agreements (SLAs).
• Deliver exceptional customer service and maintain regular communication during incidents and changes.
• Support Professional Services and Pre-Sales teams with infrastructure design and technical expertise.

Leadership & Mentoring

• Provide technical guidance and mentoring to junior engineers.
• Share knowledge, best practices, and operational improvements across the team.
• Take ownership of personal and professional development to maintain technical excellence.

Technical Skills & Knowledge

Essential

You will have strong expertise across a range of networking and infrastructure technologies, including:

• Juniper networking (LAN/Wireless) and Mist
• Aruba or Cisco switching technologies
• Routing and wireless networking
• Network Access Control solutions (Cisco ISE / Aruba ClearPass)
• Aruba Central and wireless technologies
• VMware ESX environments
• DNS, DHCP, and Certificate Services
• Firewall platforms including:
• Fortinet
• Cisco
• Palo Alto
• Check Point
• VLAN configuration and routing
• ITSM platforms such as ServiceNow

Desirable

• Hands-on firewall and switch configuration experience
• Infoblox DDI solutions
• Knowledge of Cyber Essentials, ISO 27001, or similar frameworks
• Understanding of formal change control processes
• Experience working within live customer production environments
• Cisco CCNP certification (or equivalent)

What We're Looking For

You will be a technically capable and customer-focused professional who can remain calm under pressure while managing critical incidents and escalations.

Key Attributes

• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Highly organised with exceptional attention to detail
• Commercially aware and customer-focused
• Able to work independently and collaboratively
• Adaptable and resilient in a dynamic environment
• Passionate about continuous learning and mentoring others
• Professional, approachable, and service-driven

Experience & Qualifications

Essential

• 3–5 years' experience in a 3rd Line Infrastructure, Senior Network Engineer, or similar role
• Experience working within a Managed Services environment
• Proven ability to engage effectively with customers and senior stakeholders

Desirable

• Experience managing Change, Problem, and Major Incident processes
• ITIL v4 Foundation certification
• BPSS or SC Clearance

Additional Information

• Flexibility to work on customer sites when required.
• Participation in 24/7 support during major incidents may be required.
• Additional duties may be assigned in line with business needs.