Senior Network Support Engineer

Senior Network Support Engineer

As a Senior Network Support Engineer, you are responsible for providing advanced 3rd line network support, technical escalation, and engineering capability across customer environments within the managed services estate.

Operating within a structured Network Operations environment, you will take ownership of complex network incidents, problems, and high-impact service requests, ensuring they are resolved to a high technical and operational standard.

This role is focused on network stability, technical leadership, and continuous service improvement, acting as a key escalation point for 1st and 2nd Line teams. You will support network support, operational change, onboarding, lifecycle management, and small-scale engineering work, ensuring all activity aligns to Managed Services ownership and BAU service delivery.

• Own and resolve complex 3rd line network incidents, problems, and escalations
• Act as the senior escalation point for 1st and 2nd Line engineers
• Take full accountability for technical outcomes and permanent resolution
• Perform deep troubleshooting and root cause analysis
• Work with problem management to identify trends and preventative fixes

• Support and optimise network environments across the live managed estate
• Deliver operational changes as part of ongoing support, including:
  • Configuration updates
  • Software/firmware upgrades
  • Patch management
  • Performance tuning and optimisation
• Execute all change in line with change management and service controls
• Support customer onboarding and transition into BAU support
• Contribute to lifecycle management (refresh, upgrades, and service evolution)
• Configure and support LAN, WAN, WLAN, and security technologies
• Work across multi-vendor platforms (Cisco, Aruba, Fortinet, Juniper)

• Deliver chargeable small-scale engineering work outside standard support scope where:
  • It remains low complexity and low risk
  • It can be delivered within operational capacity
  • It does not require formal project governance
• Examples include:
  • Small network expansions
  • Minor hardware installs
  • Limited-scope upgrades or migrations
• Escalate larger or structured work to Professional Services

• Deliver all work in line with defined operational standards, customer requirements, and industry best practice
• Ensure all incidents, changes, and service requests are managed within SLA, priority, and escalation frameworks
• Execute changes in line with formal change management processes, ensuring validation, testing, and control
• Maintain fully auditable, structured technical documentation
• Maintain high-quality ticket updates reflecting full technical detail and resolution activity
• Ensure consistency, repeatability, and quality across all technical delivery

• Work closely with Service Desk, NOC, Field Engineering, and Project teams to ensure clear ownership boundaries and clean handoffs
• Provide technical leadership and guidance to 1st and 2nd Line teams
• Support onboarding and transition of customer services into BAU support
• Participate in technical discussions and service reviews where required

Project teams deliver change; this role ensures it is supportable and embedded into BAU and Small-scale work may be delivered directly under Managed Services control

• Identify recurring issues, risks, and opportunities for optimisation across customer environments
• Ensure appropriate distinction between managed service activity and project/professional services work
• Provide input into the development, standardisation, and continuous improvement of network services
• Support the evolution of tools, processes, and service offerings within the managed services function

• Configure and support advanced networking technologies including:
  • Routing and switching
  • Firewalls and security platforms
  • Wireless infrastructure and optimisation
  • Network protocols including OSPF, BGP, VLANs
• Maintain strong expertise across enterprise networking platforms and vendor ecosystems

• Act as a senior technical role model, demonstrating high standards of ownership, quality, and professionalism
• Mentor and coach 1st and 2nd Line engineers to improve capability and service outcomes
• Contribute to knowledge bases, standards, and repeatable technical procedures
• Support cross-team collaboration and capability development
• Maintain and develop technical expertise through certifications and continuous learning

• Evaluate emerging networking technologies and vendor solutions
• Support problem investigation, testing, and validation activities
• Contribute to service innovation and improvement initiatives

• Operate in line with company policies, customer requirements, and service…