About the role

Our 3rd Line Network Support Specialist will be working on the Rolls Royce account alongside other BT personnel and other 3rd party companies’ engineers, providing lead technical support on complex network, security & cyber security deployments, incidents and projects, liaising with customer representatives, vendors and directing support colleagues.

You will be required to build intermate working relationships through effective communication and meeting expectations. You will need to be committed to reducing KPIs and SLAs to below customer expectations, ensuring that the customer and its services comes first.

The successful candidate will need to be eligible to gain and hold Government Security Clearance to SC UK Eyes Only Level.  You may also be required to go through Government Security Clearance to DV Level in the future.

What you’ll be doing

•    Form an integral part of a team providing in-life 3rd line technical support, including callout within a 1 in 4 callout rota.
•    Be a Subject Matter Expert for a wide range of technologies & products.
•    Detect, respond and resolve complex incidents, problems and changes within the operational environment.
•    Provide 3rd line SME support, responsible for the high priority incident while resolving within the agreed SLA. 
•    Be the technology SME for specialised products and services.
•    Be the operational SPOC for our design or customer contract teams.
•    Provide Root Cause Analysis and contributing to Post-incident Review as and when required.
•    Supports issue escalations, identify risks, ensuring timely intervention and communication to stakeholders.

Essential Skills / Experience

•    Proven technical experience across Network Engineering and Security Operations, including Cisco, Checkpoint, Fortinet Firewalls, F5, Cisco ISE, Fortinet SD-WAN, WiFi, switching and routing technologies.
•    Excellent stakeholder management skills, with experience working directly with customers, collaborating with designers and wider business teams to support complex network and security environments.
•    Proven incident leadership capability, managing multiple incidents, making effective decisions to meet SLA targets, and leading technical teleconferences to resolve major or complex security issues.

Desirable Skills / Experience

•    Exposure to ServiceNow reporting and dashboarding.
•    Exposure to AlgoSec and Infoblox.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

•    10% on target annual bonus 
•    Access to an online private GP 24/7 for you and your immediate family 
•    Market-leading paid carers leave with up to 2 weeks off
•    Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
•    Discounted EE and BT products, including mobile and broadband
•    Market leading Pension scheme – 5% from you and 10% from us
•    Holiday purchase scheme
•    You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready
 

Working Pattern
•    Fully on-site role with some home working.
•    Take part in a 1 in 4 week callout rota.
•    Frequent travel may be required.