Network Engineer (3rd Line Support), Caithness We are looking for an experienced Network Engineer to join Roc Technologies, supporting one of our key enterprise customers. As part of our engineering team, you will play a vital role in delivering high-quality network support, troubleshooting complex incidents, and contributing to both BAU operations and transformative projects. This role provides the opportunity to apply your expertise to critical network operations, collaborate closely with our clients and technical teams, and contribute to the development of technical strategies and operational improvements. Key Responsibilities Ensure network availability through proactive monitoring, maintenance, and documentation. Perform failover testing and implement best practices within your technical discipline. Troubleshoot and resolve high-complexity incidents, providing regular updates to customers and internal teams within SLA. Maintain accurate and detailed work notes in Roc and customer ITSM systems. Participate in the on-call rota, offering Tier 3 technical expertise to 24x7 Tier 1/2 teams. Liaise with vendors and third-party suppliers to progress support calls. Collaborate with leadership and service delivery teams on continual improvement programmes. Ensure all requests meet or exceed contractual SLAs. Carry out routine operational housekeeping tasks. Actively develop technical knowledge and skills in line with emerging technologies. Knowledge, Skills & Attributes Essential: Proven experience in customer-facing roles, confidently handling 3rd line support calls. Strong communicator, well-presented, with the ability to work independently and as part of a team. Experience dealing with high-impact incidents and enterprise customer IT teams. Ability to quickly assess outages and identify root causes. Must be eligible for, or able to obtain, security clearance. Recognised subject matter expertise in your field. Strong analytical skills and attention to detail. Flexible, resilient, and able to work under pressure to tight deadlines. Desirable: Experience working in secure or OT (Operational Technology) environments. Knowledge of Azure networking and authentication solutions (e.g., ISE). Experience & Qualifications Essential: 5 years’ experience managing and supporting network infrastructure in an Enterprise or Managed Service environment. Cisco CCNA certification. Aruba ASCA certification. Strong IP networking knowledge, including IP Routing. Expertise with Firewalls (Palo Alto and/or Cisco). Experience with monitoring/event management tools (e.g., SolarWinds). ITIL Foundation Certificate or experience working within ITIL frameworks. Desirable: Working towards Cisco CCNP or Aruba ACSP certifications. Experience with Cisco ISE, Palo Alto, Firepower, or Nutanix Flow Microsegmentation.