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