Responsibilities

• Own and resolve complex and escalated network faults, ensuring minimal disruption to customer services.
• Troubleshoot issues across routing, switching, wireless, and customer network infrastructure using methodical diagnostic approaches.
• Make and document configuration changes on live customer-facing network equipment, adhering to change management processes.
• Coordinate with customers, field engineers, suppliers, and internal teams to diagnose and resolve network incidents effectively.
• Support wireless network troubleshooting remotely, assisting on-site engineers with surveys, access point placement, cabling, and power checks.
• Develop deep technical knowledge of the organization’s wireless networking platforms and infrastructure.
• Escalate core network issues to Network Operations with clear diagnosis and understanding of customer impact.
• Monitor network events and correlate them with incoming incidents to proactively identify potential issues.
• Lead problem management initiatives for recurring faults, identifying root causes and implementing permanent corrective measures.
• Produce detailed Root Cause Analysis (RCA) reports and documentation explaining the reasons for outages or incidents.
• Create and maintain technical playbooks and documentation to enhance resolution processes across support teams.
• Improve network monitoring and alerting systems by tuning thresholds, reducing false alarms, and identifying coverage gaps.
• Manage escalations involving third-party suppliers and connectivity providers, ensuring timely resolution.
• Provide technical input and review network configurations before deployment to ensure optimal performance and security.
• Participate in an on-call rota, serving as the senior technical escalation point behind 2nd Line support.

In this role, you will work closely with support teams, network operations, field engineers, suppliers, and customers, taking ownership of incidents that require advanced technical investigation and resolution.

Benefits

• Opportunity to operate as a senior technical escalation point for complex network issues.
• Exposure to a wide range of networking technologies including routing, switching, wireless, and connectivity solutions.
• Hands-on experience supporting live, customer-facing network environments.
• Ownership of incidents and the chance to develop problem-solving skills at a senior level.
• Opportunities for professional growth and specialization within enterprise and service provider networking.
• Contributing to the improvement of monitoring, processes, and technical documentation within the organization.
• Support for professional development through certifications and training.
• Employee share scheme and performance-based bonuses.
• Private healthcare, life assurance, and income protection plans.
• Generous annual leave entitlement of 25 days, increasing with service, plus bank holidays.
• Company pension scheme and additional wellbeing benefits to promote work-life balance.

This position is well-suited for experienced 3rd Line Network Engineers or advanced 2nd Line Engineers who thrive in solving complex technical problems, taking ownership of incidents, and driving long-term solutions rather than temporary fixes.

Equal Opportunity

IMT Resourcing Solutions and our client are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. We believe diversity enriches our workplace.