Senior Networking Engineer – Managed Services Operations Centre (MSOC)

Role Summary

We are looking for a proactive and experienced Senior Networking Engineer to join our Managed Services Operations Centre (MSOC). This is a senior technical role where you will provide expert-level support across customer environments, lead escalations, and contribute to the continuous improvement of our services.

You will act as a technical authority, supporting business-as-usual operations while mentoring junior engineers and ensuring high-quality service delivery. Alongside BAU responsibilities, you will play a key role in enhancing operational processes, improving customer systems, and driving service excellence.

This role also involves building strong customer relationships and collaborating with professional services and pre-sales teams to design and deliver effective infrastructure solutions.

Typical shifts: 08:00–16:30 | 09:00–17:30 | 10:00–18:30 (Shift patterns may vary based on business needs)

Key Responsibilities

• Maintain high availability of customer networks through proactive monitoring, maintenance, and failover testing
• Act as the final point of technical escalation (Tier 3) within the MSOC
• Troubleshoot complex incidents, problems, and changes, keeping customers regularly updated
• Maintain accurate and detailed records in ITSM systems
• Participate in an on-call rota providing out-of-hours escalation support
• Engage with third-party vendors to log and manage support cases
• Identify and recommend service and operational improvements
• Collaborate with Team Leaders and Service Delivery Managers on continual improvement initiatives
• Ensure all work meets or exceeds agreed Service Level Agreements (SLAs)
• Deliver consistently high levels of customer service
• Mentor and support junior engineers within the team
• Perform regular housekeeping and system maintenance tasks
• Take ownership of personal and professional development

Additional Responsibilities

• Flexibility to work on customer sites when required
• Participate in 24/7 support during high-priority incidents
• Maintain professionalism, integrity, and strong working relationships
• Adapt quickly to changing priorities and business needs
• Undertake additional duties as requested by management

Knowledge & Skills

Essential

• Strong technical expertise in networking, including: Juniper networking (LAN/Wireless) and Mist, Switching technologies (Aruba or Cisco), Routing and wireless networking, Network Access Control (Cisco ISE / Aruba ClearPass), Aruba Central and wireless solutions, VMware ESX hosting, DNS, DHCP, and Certificate Services, Firewall technologies (Fortinet, Cisco, Palo Alto, Check Point), VLAN configuration and routing, Experience using ITSM tools (e.g., ServiceNow)

Desirable

• Firewall and switch configuration experience
• Knowledge of Cyber Essentials, ISO 27001, or similar frameworks
• Experience with Infoblox DDI solutions
• Understanding of change control processes
• Confidence working in live customer environments
• Cisco CCNP (or equivalent)

Key Attributes

• Strong technical awareness and problem-solving ability
• Excellent communication and customer service skills
• Commercial awareness with strong attention to detail
• Ability to work independently and as part of a team
• Highly motivated, adaptable, and resilient under pressure
• Professional, approachable, and customer-focused
• Ability to prioritise and manage escalated incidents effectively
• Proactive approach to learning and mentoring others

Experience & Qualifications

Essential

• 3–5 years’ experience in a 3rd Line Infrastructure or similar role
• Experience within a Managed Services environment
• Proven ability to engage with senior stakeholders and customers

Desirable

• Experience managing Change, Problem, and Major Incidents
• ITIL v4 Foundation certification
• BPSS or SC Clearance