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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Network Support Engineer (3rd Line) - **Company:** Vorboss - **Location:** London, UK - **Contract:** Permanent contract - **Skills:** Border Gateway Protocol, Networking Hardware, Routing, TCP/IP, Scripting, Computer Network Operations, Juniper, Network Support, Fortinet, Api Design - **Published:** October 3, 2026 - **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2999502516-2 ## About the Role * Substantial experience in a 3rd or advanced 2nd line or senior network support role, ideally in a service provider, ISP, or carrier environment. * Strong routing and switching fundamentals, including TCP/IP and BGP, and the ability to reason about a fault rather than follow a script. * Hands on configuration experience on carrier and/or enterprise network equipment. We run multiple vendors across our core and customer networks: Nokia, Juniper, Fortinet, RAD, ADVA, Ruckus and Mist. * Comfortable making changes on live customer-facing equipment, and disciplined about change control and documentation. * Experience owning incidents in a customer facing environment where downtime has real consequences. * Excellent written communication. A large part of this job is explaining and troubleshooting a technical fault to someone who is not technical., * Experience running remote wireless diagnostics with an engineer on site. * Scripting or API experience for diagnostics and automation. * Experience with Layer 1 fibre networks. * Familiarity with ticketing and monitoring platforms., * Routing/Switching: Juniper JNCIS or equivalent minimum, working towards JNCIP-SP or equivalent. * Firewalling: Fortigate NSE 4 or equivalent minimum, working towards NSE 7 or equivalent. * Wireless: Juniper JNCIA-MistAI, working towards JNCIS-MistAI or equivalent. * Advanced Wireless: Ekahau ECSE Advanced and ECSE Troubleshooting or equivalents. Certifications can be obtained after joining, and we will support you through them, but you are expected to complete them. This applies to the wireless track in particular. ## Description Our customers treat their connectivity as critical infrastructure, and the support team is where that either holds up or does not. This is the top technical tier of that team. It is where a fault or change goes when it requires a specialist, and it is the person who makes sure the same fault does not come back next month. You will own escalated faults through to resolution, make configuration changes on live customer-facing equipment, and drive the permanent fix for the problems that keep recurring. Alongside that, you will make the support at all tiers better: writing the playbooks, tuning the monitoring, and closing the gaps that generate avoidable escalations. The role reports into the support function and escalates into the Network Operations Centre for anything sitting in the core network. There is an on-call rota, and this role will participate in it., (Please note that this list is not exhaustive) * Own escalated faults through to resolution - working with suppliers, field teams, and the customer all at the same time as required. * Make and document configuration changes on live customer-facing network equipment, under change control. * Troubleshoot complex faults across routing, switching, and wireless, on both Vorboss and customer-owned equipment. * Troubleshoot wireless faults remotely while a field engineer is on site, directing them through survey work, AP placement, cabling and power checks, and confirming the fix from the customer's side before closing. * Build and hold the deep wireless knowledge the support team relies on, across the platforms we run, so that wireless faults are diagnosed properly rather than resolved by replacing kit. * Escalate into the Network Operations Centre where a fault sits in the core network, with the diagnosis and the customer impact already established. * Monitor the core network where an event has the potential to affect more than one customer, correlate it against incoming faults, and get it in front of the Network Operations Centre with the impact already established. * Run problem management: spot the recurring faults, find the root cause, and drive the permanent fix rather than closing the ticket again. * Write the root cause analysis and reason for outage for customer-facing incidents. * Contribute to the playbooks and technical knowledge for the support team, so that 1st and 2nd line resolve more without escalating. * Improve monitoring and alerting: tune thresholds, reduce the noise, and add coverage where it is missing. * Handle technical escalations with third-party suppliers and offnet providers. * Provide technical input on complex customer configurations before they go live. * Take part in the on-call rota as the escalation point behind 2nd line. * Communicate clearly in writing and on the phone, to colleagues and to customers. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)