We are seeking an experienced and customer-focused Senior Networking Engineer to join our Managed Services Operations Centre (MSOC). This is a senior technical position responsible for providing expert-level support across multiple customer environments, acting as the highest point of technical escalation within the operations team.
You will play a pivotal role in maintaining and enhancing customer infrastructure, resolving complex technical issues, mentoring junior engineers, and driving continual service improvement. Working closely with Service Delivery, Professional Services, and Pre-Sales teams, you will help deliver exceptional managed services while building trusted relationships with customers.
If you thrive in a fast-paced managed services environment and enjoy solving complex networking challenges, we'd love to hear from you.
Key Responsibilities
Technical Operations
* Ensure high availability and performance of customer network environments through proactive monitoring, maintenance, and failover testing.
* Act as the Tier 3 technical escalation point for complex incidents, problems, and service requests.
* Troubleshoot and resolve advanced networking and infrastructure issues.
* Maintain accurate and detailed documentation within ITSM platforms.
* Perform routine housekeeping, patching, and system maintenance activities.
* Work closely with third-party vendors to manage support cases and escalations.
* Participate in an on-call rota providing out-of-hours escalation support.
Service Improvement & Customer Engagement
* Identify opportunities to improve customer environments, operational processes, and service delivery.
* Collaborate with Team Leaders and Service Delivery Managers on continual improvement initiatives.
* Ensure all activities meet or exceed agreed Service Level Agreements (SLAs).
* Deliver exceptional customer service and maintain regular communication during incidents and changes.
* Support Professional Services and Pre-Sales teams with infrastructure design and technical expertise.
Leadership & Mentoring
* Provide technical guidance and mentoring to junior engineers.
* Share knowledge, best practices, and operational improvements across the team.
* Take ownership of personal and professional development to maintain technical excellence.
Technical Skills & Knowledge
Essential
You will have strong expertise across a range of networking and infrastructure technologies, including:
* Juniper networking (LAN/Wireless) and Mist
* Aruba or Cisco switching technologies
* Routing and wireless networking
* Network Access Control solutions (Cisco ISE / Aruba ClearPass)
* Aruba Central and wireless technologies
* VMware ESX environments
* DNS, DHCP, and Certificate Services
* Firewall platforms including:
* Fortinet
* Cisco
* Palo Alto
* Check Point
* VLAN configuration and routing
* ITSM platforms such as ServiceNow
Desirable
* Hands-on firewall and switch configuration experience
* Infoblox DDI solutions
* Knowledge of Cyber Essentials, ISO 27001, or similar frameworks
* Understanding of formal change control processes
* Experience working within live customer production environments
* Cisco CCNP certification (or equivalent)
What We're Looking For
You will be a technically capable and customer-focused professional who can remain calm under pressure while managing critical incidents and escalations.
Key Attributes
* Strong analytical and problem-solving skills
* Excellent communication and stakeholder management abilities
* Highly organised with exceptional attention to detail
* Commercially aware and customer-focused
* Able to work independently and collaboratively
* Adaptable and resilient in a dynamic environment
* Passionate about continuous learning and mentoring others
* Professional, approachable, and service-driven
Experience & Qualifications
Essential
* 3–5 years' experience in a 3rd Line Infrastructure, Senior Network Engineer, or similar role
* Experience working within a Managed Services environment
* Proven ability to engage effectively with customers and senior stakeholders
Desirable
* Experience managing Change, Problem, and Major Incident processes
* ITIL v4 Foundation certification
* BPSS or SC Clearance
Additional Information
* Flexibility to work on customer sites when required.
* Participation in 24/7 support during major incidents may be required.
* Additional duties may be assigned in line with business needs.