Third Line Support Engineer

Requirements

We are seeking a highly skilled and motivated Third Line Support Engineer to join our busy Third line support team with in the Support Department. In this role, you will be responsible for providing advanced technical support for network infrastructure and services, resolving complex issues, and ensuring optimal network performance. You will monitor, maintain, and troubleshoot the network and customer services, working closely with second line support, network engineers, and third-party providers to ensure the highest levels of uptime and service quality.

This is a high-responsibility role, requiring a deep understanding of networking technologies, rapid troubleshooting capabilities, and the ability to manage large-scale incidents within a fast-paced ISP environment.

Key responsibilities of this role:

• Proactively monitor the network, infrastructure, and customer services using advanced monitoring tools to detect performance issues or outages
• Perform regular health checks on network systems, ensuring optimal functionality and addressing any potential issues before they evolve
• Serve as the top-level escalation point for critical and complex technical issues that cannot be resolved by the first or second line support teams
• Troubleshoot complex network issues involving routing, switching, VPNs, DNS, firewalls
• Investigate and resolve service-impacting incidents, such as outages, degradation of performance
• Lead the response to major network incidents, coordinating with internal teams and third-party providers to restore services promptly and minimize downtime
• Manage incident resolution from start to finish, providing detailed updates to stakeholders and post-incident reporting, including root cause analysis (RCA) and suggested preventive measures
• Assist with the configuration, deployment, and optimization of core network devices
• Provide support for network changes, upgrades, and migrations, ensuring minimal disruption to customer services
• Monitor network capacity and performance, identifying trends and bottlenecks to recommend and implement improvements
• Work with the network/system engineering team to plan and execute network expansions, upgrades, and performance enhancements
• Share knowledge with the first and second line support teams, providing technical training and support to improve overall team capabilities and mentor members of the 2nd line team
• Collaborate closely with network engineers, systems engineers, and third-party vendors to resolve complex issues and implement solutions
• Manage escalations with hardware vendors and service providers, ensuring timely resolution of external issues impacting network performance
• Monitor for potential security threats, DDoS attacks, and vulnerabilities, responding quickly to mitigate risks and protect the network
• Ensure that all network configurations and policies comply with industry standards and best practices for security and data protection

How we’ll support you:

• Structured training
• Regular 1-1's with your line manager to review progress and provide support
• Annual performance review
• A friendly, welcoming and supportive culture
• Development opportunities

Working Environment

We offer hybrid working to promote a healthy work/life balance, working remotely and attending our Ilkley office 3 days per week. Therefore you will need to be within a reasonable commute of this office.

Requirements

Essential

Strong knowledge of networking protocols such as BGP, OSPF, MPLS, DNS, DHCP, TCP/IP, and VPNs.

Experience configuring and troubleshooting enterprise-grade routers, firewalls (e.g., Cisco, Juniper, Fortinet), and load balancers.

• Proficiency with network monitoring tools
• Demonstrated experience in diagnosing and resolving complex network issues and performing root cause analysis (RCA)
• Ability to think critically under pressure and resolve high-priority incidents with minimal supervision
• Strong interpersonal skills with the ability to collaborate across teams and communicate complex technical information to non-technical stakeholders
• Excellent verbal and written communication skills, with a focus on customer satisfaction and clear documentation
• 3-5 years of experience in a similar…