3rd Line Network Support Engineer

About Aspire

At Aspire Technology Solutions, we are a leading UK provider of managed IT, cyber security and modern workplace solutions. We deliver cyber security, cloud, connectivity, managed services and unified communications solutions that help organisations get more from their technology - driving innovation, improving efficiency and enabling faster growth. Through strong partnerships, we help our customers work smarter, operate more efficiently and achieve better business outcomes, consistently adding value along the way.

Our mission:
To deliver technology like no other!

We look for dynamic individuals who embrace technology, think differently, collaborate as team players, and are driven by continuous improvement with a focus on great results for our customers.

As a 3rd Line Network Support Engineer, you sit at the top of our technical escalation path. You will take ownership of the complex network and security faults that our 1st and 2nd line teams are unable to resolve and see them through to a fix.

You will work hands‑on across our core technology stack, which is built around Fortinet and Extreme, with plenty of Cisco in the mix across our customer environments. Firewall work sits right at the heart of the role, so a strong grasp of Fortinet Forti Gate and network security will really set you apart.

You will also be a trusted point of technical authority for the wider service desk, sharing knowledge, mentoring less experienced engineers and helping to lift the standard of everything we deliver. Clear communication matters just as much as deep technical skill, as you will be working with customers and internal teams to diagnose issues, agree the right approach and keep people informed until the work is done.

Communication with customers will take place over the phone and via email whilst utilising fault‑finding programmes that assist you in diagnosing and fixing customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

• Acting as the final point of technical escalation for network and security incidents, taking ownership of complex faults raised by our 1st and 2nd line teams and resolving them through to root cause, across areas such as:
  • Fortinet firewalls and the wider Security Fabric, including Forti Gate, Forti Manager and Forti Analyzer
  • Extreme switching and wireless infrastructure
  • Cisco routing and switching across a range of customer networks
  • Core networking such as routing, switching, VLANs, VPNs and SD‑WAN
  • Network security, including firewall policy, VPN tunnels and traffic inspection
• Designing, configuring and delivering network and security changes for a large and diverse customer base, both remotely and as part of planned works.
• Leading the diagnosis and resolution of major network incidents, keeping a clear head under pressure to restore service while keeping customers and internal stakeholders updated throughout.
• Supporting continual improvement by spotting opportunities to strengthen network designs, tighten security and automate manual tasks.
• Producing and maintaining clear technical documentation, build standards and handover notes so that knowledge is shared properly across the team.
• Mentoring and supporting 1st and 2nd line engineers, sharing your knowledge and helping to grow the technical capability of the wider team.
• Working closely with customers and colleagues to plan changes, manage risk and deliver work that meets our standards first time.
• Logging and managing your tickets accurately, working to agreed SLAs and prioritising well while handling several pieces of work at once.

• Proven experience in a 3rd line, Senior or escalation level network role, ideally within a managed service provider or a similar multi‑customer environment.
• Strong hands on experience with firewalls and network security. Advanced Fortinet Forti Gate knowledge is a major advantage and is exactly the kind of experience we want to see.
• Good working knowledge of the wider Fortinet stack, such as Forti Manager, Forti…