Senior Service Delivery Engineer (Network)

Overview:  

The Senior Service Engineer (Network) is a critical technical role emphasising customer service, acting as a 3rd line support and guiding Service Engineers through complex technical issues and support calls. This position demands broad technology expertise, including responsibility for patch management to ensure system security and conducting technical deployments and system upgrades with minimal disruption.

Key duties include detailed documentation and incident tracking using the Halo platform, alongside escalating unresolved issues to specialists or management. The role requires adherence to SLA agreements and process guidelines, with a focus on delivering outstanding service and maintaining clear communication with customers.

Core Responsibilities:

•    Monitor and maintain network devices to drive operational stability
•    Fault diagnosis and resolution, providing remote support when required
•    Resolve customer queries thoroughly to ensure minimum chance of re-occurrence
•    Meeting service level agreements and deadlines
•    Delivering a high quality customer experience with excellent communication and customer care
•    Working effectively as part of the service team, often unsupervised
•    Provide information required for customer reports
•    Lead/support in customer meetings with either the SDM, Team Leader or the Account Manager
•    Provide customer support documentation (regularly review and keep up to date)
•    Regularly review customer infrastructure and suggest improvements
•    Develop written work instructions that can be followed by colleagues when required
•    Assist and advise colleagues and peers to share knowledge and experience in resolving technical issues
•    Active participation in continuous improvement activities and any training required for the role
•    Complete daily timesheets in line with company requirements
•    Attend customer sites where necessary
•    Have a flexible approach to shift working

Requirements:

•    Professional certifications in networking such as CCNA/CCNP, Meraki CMNA/CMNO, or Fortinet NSE are highly desirable
•    Minimum of 3-5 years of experience in network engineering, with specific expertise in Meraki, Cisco, and Fortinet products
•    Proven experience in managing complex networks in a multi-vendor environment
•    Strong understanding of network protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)
•    Solid experience with network security practices, VPNs, and firewall configuration and management
•    Excellent troubleshooting skills and the ability to resolve issues efficiently
•    Ability to work independently as well as collaboratively in a team environment
•    Strong communication and documentation skills