Location: London - Hybrid Working
Salary: Up to £50,000
Benefits: Share scheme, private healthcare, pension, 25 days' annual leave + bank holidays
Our client, a leading London-based connectivity and technology organisation, is hiring a 3rd Line Network Engineer to provide senior-level technical support across business-critical customer networks.
Sitting at the top technical tier of the support function, you'll take ownership of complex network faults requiring deeper expertise across routing, switching, wireless and customer-facing network infrastructure.
You'll own escalated incidents through to resolution, make configuration changes on live network equipment and investigate recurring problems to identify and implement permanent fixes.
Beyond resolving individual incidents, you'll help improve the wider support operation, developing technical playbooks, improving monitoring and giving 1st and 2nd Line teams the knowledge they need to resolve more issues without escalation.
What you'll do
Own complex and escalated network faults through to full resolution
Troubleshoot issues across routing, switching, wireless and customer network infrastructure
Make and document configuration changes on live customer-facing network equipment under change control
Work with customers, field engineers, suppliers and internal network teams to diagnose and resolve incidents
Troubleshoot wireless issues remotely, supporting engineers on-site with surveys, access point placement, cabling and power checks
Develop deep technical knowledge across the organisation's wireless networking platforms
Escalate core network issues to Network Operations with the diagnosis and customer impact already established
Monitor network events with the potential to impact multiple customers and correlate these against incoming incidents
Lead problem management for recurring faults, identifying root causes and driving permanent fixes
Produce clear Root Cause Analysis (RCA) and Reason for Outage documentation for customer-facing incidents
Develop technical playbooks and documentation to improve resolution rates across 1st and 2nd Line Support
Improve network monitoring and alerting by tuning thresholds, reducing unnecessary alerts and identifying gaps in coverage
Manage technical escalations with third-party suppliers and connectivity providers
Provide technical input on complex customer network configurations before they go live
Participate in the on-call rota as the senior technical escalation point behind 2nd Line You'll work closely with 1st and 2nd Line Support, Network Operations, field engineering teams, third-party suppliers and customers, taking ownership when an incident requires deeper technical investigation.
What we're looking for
Essential:
Strong experience within 3rd Line Network Support, advanced 2nd Line or a senior Network Engineering role
Ideally, experience within an ISP, telecoms, carrier or service provider environment
Strong routing and switching fundamentals, including TCP/IP and BGP
Ability to troubleshoot complex network faults methodically rather than relying solely on predefined scripts
Hands-on experience configuring carrier or enterprise-grade network equipment
Experience making changes to live, customer-facing network infrastructure
Good understanding of change control, technical documentation and configuration management
Experience owning customer-impacting incidents from escalation through to resolution
Strong written and verbal communication skills, including the ability to explain technical problems clearly to non-technical customers Desirable:
Experience troubleshooting enterprise wireless networks
Experience carrying out remote wireless diagnostics while supporting engineers on-site
Scripting or API knowledge for network diagnostics and automation
Understanding of Layer 1 fibre networks
Experience with network monitoring, alerting and ticketing platforms
Relevant professional certifications across routing & switching, firewalls and/or wireless networking You don't need to hold every certification from day one. Our client will support continued professional development and expects engineers to work towards relevant advanced networking certifications after joining.
Why join?
Operate as a senior technical escalation point for complex network incidents
Work across routing, switching, wireless and connectivity technologies
Gain hands-on exposure to live customer-facing network environments
Take ownership of incidents rather than simply escalating tickets
Develop deeper expertise across enterprise and service provider networking
Play a direct role in improving monitoring, processes and technical knowledge across the support function
Support towards advanced professional networking certifications
Employee share scheme and company bonus
Private healthcare, life assurance and income protection
25 days' annual leave, increasing with service, plus bank holidays
Company pension and additional wellbeing benefits This would suit an experienced 3rd Line Network Engineer or advanced 2nd Line Network Engineer who enjoys getting into complex technical problems, taking ownership of incidents and finding the root cause rather than applying temporary fixes.
Apply now to take on a senior technical role supporting business-critical network services across London
Salary description
£45000.00 - £50000.00 per year