Product Support Engineer (Network)
Location: Serco West Midlands, England, United Kingdom
Employment type: Full Time, Permanent
Hybrid: Solihull 3 days per week plus UK travel when required
Salary: Up to £55,000–£60,000 dependent on experience
Overview
Here at Serco, we are seeking an experienced Product Support Engineer to deliver Network Standard Services across the UK and our European offices, working in our Network product team and interacting with suppliers and operational teams to seek continual improvement within our technology stack and to ensure it remains fit for purpose and performs optimally.
Responsibilities
* Actively manage consumer satisfaction with functionality and help develop short‑term and long‑term roadmaps for the service.
* Contribute to Network Standard Service technical designs by working with the Network Product Owner, Product Managers, IT Directors, and the business to gather functional and performance requirements, determine technical specifications, identify financial costs, and support integrated plans for introduction.
* As a technical lead, ensure service functionality and adoption support Serco and division strategy and goals.
* Serve as a cross‑functional link between operations and partner/3rd‑party teams, communicating and collaborating to resolve systemic design issues.
* Manage partner/3rd‑party relationships to maintain alignment with Serco processes and policies.
Qualifications and Knowledge
* Detailed knowledge of network technologies and services: MPLS, circuit/resilient connections, large site connectivity, internet connectivity, IPVPN, IP Voice over MPLS, QoS networks, wired LAN, Wi‑Fi LAN, SD‑WAN, GWAN.
* Vendor experience with CenturyLink, BT, Vodafone, and others.
* Desirable knowledge of Network Security (NAC, Palo Alto Firewalls, Prisma Access, SASE), Cloud Networking (Azure VNETs, VNET Gateways, NSGs), and Network Design (HLD/LLD).
* Strategic and innovative thinking with the ability to develop long‑term roadmaps and deploy new technologies.
* Strong people, communication, partner management, and interpersonal skills—excellent customer service, problem‑solving, teamwork, detail orientation, decisiveness, and initiative.
What We Offer
* 25 days annual leave plus bank holidays.
* Annual leave purchase scheme.
* Up to 6% contributory pension scheme.
* Flexible working options.
* Free onsite parking.
* Serco discounts (cinema, Merlin entertainment, online shopping, mobile phone plans, leisure centre memberships).
* Health and wellbeing benefits (Employee Assistance Programme, Health Cash Plans, free flu jabs).
* Career development training (role‑specific training, leadership coaching, formal study).
* A safe and supportive culture.
* Diversity and inclusion commitment.
Why Serco
Serco’s purpose is to impact a better future by delivering innovative solutions across 5 vital sectors, supported by more than 50,000 colleagues worldwide.
Application Process
Please click the apply button to complete your application. We may close the role early if a high volume of applications is received, so apply promptly.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. We will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.
We support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge.
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