Network Engineer

We are looking for a proactive and experienced Network Engineer to join our Managed Services Operations Centre (MSOC). This is a key technical role where you will act as a senior escalation point, delivering expert-level support across a diverse range of customer environments.

You'll play a critical part in maintaining high service standards, leading technical resolutions, and driving continuous improvement. Alongside business-as-usual (BAU) operations, you'll contribute to service optimisation, mentor junior engineers, and help shape the future of infrastructure service delivery., * Act as the final point of technical escalation for complex network and infrastructure issues

• Maintain high levels of network availability through best practices, maintenance, and failover testing
• Troubleshoot and resolve incidents, problems, and changes in line with ITIL standards
• Provide clear and professional updates to customers via phone and email
• Maintain accurate records in ITSM systems with detailed technical notes
• Support a 24/7 service model via on-call rota participation
• Liaise with third-party vendors to manage and progress support cases
• Collaborate with Service Delivery Managers and Team Leaders on continuous improvement initiatives
• Ensure all work meets or exceeds agreed SLAs and KPIs
• Build strong customer relationships and act as a trusted technical advisor
• Support pre-sales and professional services teams with solution design and delivery
• Mentor and support junior engineers within the team

Essential:

• Strong technical expertise in:

• Juniper networking (including Mist wireless)
• Switching technologies (Aruba or Cisco)
• Routing and wireless networking
• Firewalls (Fortinet, Cisco, Palo Alto, Checkpoint)
• VLAN configuration and routing
• Network Access Control (Cisco ISE / Aruba ClearPass)
• DNS, DHCP, and certificate services
• VMware ESX hosting

• Experience with ITSM tools (e.g., ServiceNow)
• 3-5 years' experience in a 3rd Line or senior infrastructure role
• Background in a Managed Services environment
• Strong troubleshooting and incident management skills

Desirable:

• Cisco CCNP (or equivalent knowledge)
• Experience with Infoblox DDI solutions
• Familiarity with ISO 27001 or Cyber Essentials
• ITIL v4 Foundation certification
• Experience managing major incidents, problem, and change processes
• Security clearance (BPSS or SC)

Key Attributes

• Excellent communication and customer service skills
• Strong problem-solving and analytical mindset
• Ability to prioritise and perform under pressure
• Professional, adaptable, and highly motivated
• Commercial awareness and attention to detail
• Passion for continuous learning and knowledge sharing

Additional Expectations

• Flexibility to work onsite with customers when required
• Participation in on-call rota for high-priority incidents
• Ability to quickly adapt to changing business and customer needs
• Professional conduct with colleagues, customers, and stakeholders at all times