Network Support Engineer

• Provide operational support for network environments, including switching, routing, firewall, traffic management, content inspection, and DNS.
• Identify service impact by interpreting monitors, dashboards, traffic captures, and logs.
• Use tools and platforms such as Splunk, SevOne, IBM Watson AI Ops, Wireshark, NetScout, Gigamon, Cisco Nexus / ACI, Arista CloudVision, and VMware vSphere.
• Identify possible production failure scenarios through eyes-on-glass monitoring of IT infrastructure services.
• React to failures according to business impact and communicate with management and technical escalation teams.
• Initiate production support triage for network infrastructure incidents and manage bridge line troubleshooting and team engagement.
• Conduct technical research and troubleshooting, escalating to the next level of leadership as needed.
• Provide status updates and technical detail for awareness communications, ensuring accuracy and follow-up actions.
• Maintain data quality and complete incident tickets, ensuring impacts are accurately recorded and documented.
• Work ad-hoc reports and offline incidents at the direction of senior team members or leadership.
• Promote and enforce production governance during triage, testing, and fix efforts.
• Adhere to design standards and global design authority processes and procedures.
• Assemble professional documents using existing templates, including accurate work descriptions with assumptions and caveats.

Technologies:

• AI
• Cisco
• Firewall
• IBM
• Support
• Network
• Nexus
• React
• Splunk
• VMware
• REST, We are Pontoon, an employment consultancy focused on improving everyones chance of being part of the workplace. We value expertise, energy, and enthusiasm, and we are committed to creating an inclusive environment where people of all backgrounds, identities, and experiences can thrive. This is a Network Support Engineer role based in Chester on a hybrid basis, with three days in the office essential. The contract is for 12 months with possible extension, and the salary range is £45,000 to £50,000. We also support an accessible and inclusive recruitment process and are committed to providing reasonable adjustments where needed.

• Understanding of enterprise network infrastructure, including routing, switching, wireless, and SD-WAN.
• Hands-on experience with Splunk for data ingestion, searches, dashboards, and alerts.
• Experience working with network telemetry sources such as SNMP, syslog, telemetry streams, APIs, and device metrics.
• Ability to translate raw telemetry into actionable insights for Operations teams.
• Strong analytical skills and attention to data quality.
• Good communication skills to work effectively with Engineering and Operations teams.
• Experience with Splunk, SevOne, IBM Watson AI Ops, Wireshark, NetScout, and Gigamon.
• Experience with Cisco Nexus / ACI, Arista CloudVision, and VMware vSphere.