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.

Job Role Responsibilities Technical Escalation, Ownership & Resolution (60%)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

Network Support, Engineering & Operational Change 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)
Minor Engineering & Sub-Threshold Project Work (MS-Owned)
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 Operational Delivery, Standards & Governance 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

Service Integration & Collaboration 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

Service Improvement & Commercial Awareness 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

Technical Capability Configure and support advanced networking technologies including:

Routing and switching

Firewalls and security platforms

Wireless infrastructure and optimisation

Network protocols including OSPF, BGP, VLANsMaintain strong expertise across…