2nd Line - Network Engineer

Network Engineer - 2nd Line

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.

Key Responsibilities

• 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

Skills & Experience

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