3rd Line Network Support Engineer

3rd Line Network Support Engineer

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 Support 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 1...