3rd Line Network Support Specialist - Rolls Royce

About the role

Our 3rd Line Network Support Specialist will be working on the Rolls Royce account alongside other BT personnel and other 3rd party companies’ engineers, providing lead technical support on complex network, security & cyber security deployments, incidents and projects, liaising with customer representatives, vendors and directing support colleagues.

You will be required to build intermate working relationships through effective communication and meeting expectations. You will need to be committed to reducing KPIs and SLAs to below customer expectations, ensuring that the customer and its services comes first.

The successful candidate will need to be eligible to gain and hold Government Security Clearance to SC UK Eyes Only Level. You may also be required to go through Government Security Clearance to DV Level in the future.

• Form an integral part of a team providing in-life 3rd line technical support, including callout within a 1 in 4 callout rota.
• Be a Subject Matter Expert for a wide range of technologies & products.
• Detect, respond and resolve complex incidents, problems and changes within the operational environment.
• Provide 3rd line SME support, responsible for the high priority incident while resolving within the agreed SLA.
• Be the technology SME for specialised products and services.
• Be the operational SPOC for our design or customer contract teams.
• Provide Root Cause Analysis and contributing to Post-incident Review as and when required.
• Supports issue escalations, identify risks, ensuring timely intervention and communication to stakeholders.

• Proven experience of working within both Network Engineering and Security Operations Specialist roles.
• Extensive stakeholder management experience with the ability to work directly onsite with customers and their complex network solutions.
• Industry recognised certifications such as CCNA or relevant experience.
• Proven experience of Cisco / Checkpoint / Fortinet Firewalls, F5, Cisco ISE, Fortinet SD-WAN skills, WIFI, Switches and Routers.
• Excellent experience of managing multiple incidents as a lead, making the right decision to resolve within agreed SLAs.
• Able to liaise with designers and other parts of the organisation to fault/problem find.
• Able to leading teleconferences to troubleshoot major and/or complicated security incidents/issues.

• Exposure to Service Now reporting and dashboarding.
• Exposure to Algo Sec and Infoblox

Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
• You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready

• This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
• Take part in a 1 in 4 week callout rota.
• Frequent travel may be required.