Network Support Engineer

To provide expert-level support and operational management of the Princes Group's network and communications infrastructure, ensuring reliable connectivity and optimal performance for internal users and external partners. The role includes responsibility for implementing and maintaining network services and technologies under the guidance of the Service Delivery Manager - Operations.

The Network Engineer will respond to and resolve incidents escalated from the Service Desk and Operations Support Team, ensuring minimal disruption to IT services and maintaining high availability. The role also includes ensuring all network components adhere to Princes' IT General Controls and security standards.

The role includes out-of-hours support for critical systems and collaboration with internal teams and third-party vendors to maintain a robust and resilient IT infrastructure.

DIMENSIONS

The Network Support Engineer plays a critical role in maintaining the daily operations of the organisation's communications infrastructure. The role supports:

• 3000 users globally

• Royal Liver Building head office

• 15 UK sites, including 11 manufacturing sites, 3 warehouses, and 1 datacentre

• 3 European sites, including 2 manufacturing sites and 1 office

• 2 Mauritius manufacturing sites

KEY RESPONSIBILITES

2nd / 3rd Line Network Support

• Provide advanced support and administration of the network and communications infrastructure.

• Manage incidents escalated from the Service Desk and other IT Teams ensuring timely resolution and communication.

• Assist in managing relationships with communications partners and service providers.

• Support the monitoring and reporting of network capacity, performance, and usage.

• Assist in maintaining network security in collaboration with the Security Architect and Service Delivery Manager - Operations.

• Participate in communications-related projects, ensuring timely and cost-effective delivery.

• Provide input into business continuity and disaster recovery planning from a network perspective.

• Produce incident reports following service outages, including root cause analysis and recommendations.

• Follow 'Princes' change management procedures for all network-related changes.

• Maintain accurate and up-to-date documentation to support team knowledge and continuity.

• Assist in troubleshooting across the IT Core Infrastructure, including internal firewalls and network segmentation.

• Configuring DHCP Relays / Firewall routing so all internal / external traffic is firewall monitored.

• Collaborating closely with Internal SOC and Security teams to ensure alignment with security processes and strategy, keeping cyber security at the forefront.

• Security / Bug Fix Patching.

Service Transition and Knowledge Transfer

• Collaborate with project teams to transition new infrastructure services into live support.

• Ensure all documentation is complete and knowledge is transferred to the Service Desk.

• Identify training needs and provide guidance to support teams to improve first-time fix rates.

• Experience with Aruba LAN and Wireless technologies in office and production environments.

• Familiarity with Network Access Control systems.

• Understanding of SD-WAN technologies.

• Knowledge of telephony and mobile device management systems.

• Experience with secure networking principles and remote access solutions.

• Competence in managing Fortinet Firewalls and VMware ESXi networking.

• Strong grasp of Microsoft Windows Server networking concepts and core networking protocols (DNS, DHCP).

• Supplier and contract management awareness.

• Understanding of ITIL framework and service management best practices.

• Effective communication skills and ability to work collaboratively.

• Willingness to engage in continuous improvement and professional development.

• Knowledge of VOIP technologies such as Alcatel

• Knowledge of SIP

• Support businesses move to Unified comms (Cloud telephony)

Desirable

• Knowledge of SolarWinds Orion for network configuration backups.

KEY BEHAVIOURAL INDICATORS

• Excellent customer service and communication skills.

• Strong analytical and problem-solving abilities.

• Organised, methodical, and detail-oriented.

• Flexible and adaptable to changing priorities.

• Ability to work under pressure and manage multiple tasks.

• Collaborative mindset with a focus on continuous improvement.

Full UK Driving Licence - Occasional travel to UK sites may be required.

The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.