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3rd Line Network Engineer

LIMA
Salford

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Job details

Permanent
£45,000 - £55,000 a year
13 days ago

Benefits

Employee assistance programme

Qualifications

Technical troubleshooting
ConnectWise
ITIL Certification
CCNP
Incident queue management
IT service management
OSPF
LAN
Disaster recovery
Technical support
Network infrastructure
Continuous improvement
BGP
WAN
Technical writing
Solarwinds
Customer support
Network monitoring
Root cause analysis
Communication skills
Time management
Juniper

Full job description

3rd Line Network Engineer

We’re hiring for a 3rd Line Network Engineer to join our Service Desk team.You will play a key role in supporting, maintaining and improving complex customer network environments. You will take ownership of escalated incidents, lead technical investigation through to resolution, identify root cause through problem management, present and deliver approved changes through CAB, and contribute to continual service improvement across our managed services.

You will act as a senior escalation point for the Network team, combining strong technical judgement with clear customer communication. The role requires the ability to work independently, document solutions for future use, support less-experienced colleagues, and maintain high standards of ownership from initial investigation through to resolution.

We operate on a hybrid working basis, with employees required to work from our Salford Quays office Monday to Wednesday each week.

Day to day you will:

Manage incidents from customers and LIMA’s hosted environment on a priority basis and provide the highest standards of professionalism and skill, in order to resolve customer issues efficiently and accurately.
Ensure customers and involved parties are updated with their incident progress either by phone or by using ConnectWise Manage (Our service desk ITSM application) in a timely manner in alignment with SLA’s.
Act as a knowledgeable point of technical escalation, with the ability to break down technical information into clear communications for non/less-technical parties.
Identify repeat issues and/or duplicated alerts, and work toward finding the true root cause under a problem record.
Support our customers through planned release management processes (in and out of core hours where required) by planning, preparing, conducting, and documenting the process.
Align to the On-Call rota as an escalation engineer that will support LIMA customers outside of standard business hours and weekends in a 1-week-in-4 rota.
Remain forward-looking, seeking opportunity to streamline operations by shifting to proactive over reactive approaches to resolution.
Adhere to LIMA’s operational SLA/KPI metrics, setting the standard for junior members of the service desk.
Create, peer-review, and identify missing pieces of documentation and/or knowledge base articles.

What skills and experience will help you succeed?

Extensive hands-on experience supporting, troubleshooting and improving enterprise networking platforms such as Palo Alto, Cisco and Juniper across complex customer or multi-site environments.
Rich working experience with network monitoring and observability tools such as LogicMonitor, SolarWinds and NetFlow, including alert tuning, threshold review, root cause investigation and proactive service improvement.
Strong documentation and network diagramming skills, with the ability to create clear technical records, peer-review existing documentation, identify knowledge gaps and produce reusable guidance for other engineers.
Have hands on experience in configuring and troubleshooting VPC, VDC, STP, BGP, OSPF and other key mainstream protocols.
CCNP, PCNSE, or equivalent senior-level vendor certification, or demonstrable experience operating at this level across enterprise network environments.
Advanced troubleshooting experience across WAN and LAN technologies, including VPNs, SD-WAN, routing, switching, wireless connectivity, latency, packet loss and intermittent performance issues.
Self-motivated with excellent time management skills and the ability to prioritise competing incidents, changes, documentation and improvement activity without losing ownership of customer outcomes.
Excellent written and verbal communication skills with the ability to communicate at all levels.

It would advantageous if you:

Hold certifications in the aforementioned technologies
Have operational experience with NSX-T or other software-defined networking
Are certified to ITIL Foundation or higher
Can demonstrate experience delivering backup and disaster recovery planning, testing and improvements

About LIMA

At LIMA, we help organisations achieve their ambitions through insight-led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth. But we know that our success is powered by our people.

We’re proud to be a Great Place to Work™ company for the second year running, and our team consistently tells us that the people are the best thing about working here. We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support and a strong benefits package.

Salary

45,000 - 55,000

Hours

37.5

Contract type

Permanent

Location

M50 1DR

Attachments

Benefits

Joining our team comes with a range of benefits designed to enhance your work experience and well-being:

Holidays: Time to relax with 25 days holiday (pro rata for part-time employees), plus bank holidays. You will also have the option to buy or sell 5 days leave each year.

Birthday Leave: An additional paid day to celebrate your birthday with family and friends.

Healthcare: From day one you’ll have access to Medicash, our healthcare cashback plan, and after two continuous years of service, you have the option to join our private medical scheme.

Professional Development: Access to ongoing training and development opportunities to help you grow in your career.

Family Leave: Enhanced maternity, paternity, and adoption pay after two continuous years of service.

Employee Assistance Program: Confidential counselling and support services to help you navigate life’s challenges.

Salary Sacrifice Schemes: Support to help you save for retirement or purchase an electric car or bike.

Team Building Events: Engage with your colleagues through team-building activities and events.

Apply Now

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