3rd Line Network Engineer, LogicMonitor, SolarWinds, ASAP, ONSITE Cheshire, £Good, OUTSIDE IR35

Role Summary

We have an excellent opportunity for an experienced 3rd Line Customer Network Support Engineer, to join our SMC team. As a 3rd Line Customer Network Support Engineer, you will serve as a senior technical resource responsible for delivering expert-level support to our customers. Your primary focus will be on resolving complex network-related issues, troubleshooting advanced network configurations, and providing proactive guidance to optimize network performance. You will play a crucial role in ensuring the reliability, scalability, and security of our customers' networks while delivering exceptional service and maintaining high levels of customer satisfaction. The right Engineer will be working in close collaboration with the SMC team, and the wider consultant team.

Core responsibilities of the role include, but are not limited to, the following:

• Act as a subject matter expert (SME) for resolving escalated technical issues related to network infrastructure, routing, switching, and connectivity.
• Diagnose and troubleshoot complex network problems using a variety of tools and techniques, including packet analysis, network monitoring, and log analysis.
• Provide timely and effective resolutions to customer incidents, ensuring minimal disruption to their operations and adhering to service level agreements (SLAs).
• Coordinate and execute network changes, upgrades, and migrations in collaboration with customers and internal stakeholders.
• Ensure that all network changes are properly documented, tracked, and communicated to relevant parties to maintain transparency and accountability.
• Follow change management processes and procedures to minimize the risk of service disruptions and maintain the integrity of the network environment.
• Build strong relationships with customers by providing proactive support, delivering value-added services, and serving as a trusted advisor on network-related matters.
• Act as the primary point of contact for customer inquiries, escalations, and technical consultations, demonstrating professionalism and empathy in all interactions.
• Conduct periodic service reviews with customers to assess satisfaction levels, gather feedback, and identify opportunities for improvement.

Desirable Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant industry certifications such as CCNP, CCIE, or equivalent are preferred VCAP Network Virtualization Deploy
• Extensive experience in network engineering and support roles, with a focus on troubleshooting complex network issues
• Extensive experience in network engineering and support roles, with a focus on troubleshooting complex network issues and designing scalable network architectures.
• Proficiency in network protocols and technologies, including TCP/IP, BGP, OSPF, VLANs, MPLS, QoS, and VPNs.
• Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve technical issues in high-pressure environments.
• Experience with network monitoring and management tools such as LogicMonitor, Wireshark, SolarWinds, or similar.
• Familiarity with cloud networking concepts and experience with cloud platforms such as AWS, Azure, or GCP is a plus.
  
  

About the person

• Two to three years of experience in a similar type role
• Desire to develop and progress their career
• Excellent communicator both verbally and written
• Experienced, mature, influential, assertive and diplomatic
• Able to operate independently or as part of a larger team
• Excellent knowledge of chosen subject matter
• A flexible approach to work and prepared 'go the extra mile' to exceed customer expectations
• Applies knowledge and skills through handling complex problems beyond own area of expertise

Ability to commute to main office in Cheshire 3 days per week as this role is on our Hybrid model.

If you have the skills and experience as mentioned above, please send in your CV for review