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Third Line Support Engineer
Talk Straight GroupThird Line Support Engineer maintaining network infrastructure for Schools Broadband, which protects schools from web threats. Resolving complex incidents, outages, and security risks in a hybrid Ilkley role.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in network monitoring, troubleshooting, and incident management, with a strong focus on performance optimization and security compliance. Proficient in collaborating with cross-functional teams to resolve complex network issues and enhance service delivery.
Highest-signal resume keywords
BGP Networking ProtocolsRouting and SwitchingNetwork Monitoring ToolsIncident ManagementCisco and Juniper Firewalls
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
BGPOSPFMPLSDNSDHCPTCP/IPVPNRoot Cause AnalysisConfiguration ManagementNetwork Troubleshooting
Soft Skills
Communication SkillsCustomer FocusTeam CollaborationDocumentation SkillsPressure Management
Tools & Technologies
CiscoJuniperFortinetLoad BalancersAnsible
Certifications & Qualifications
CCNPJNCIPCompTIA Network+Fortinet NSE 7
Industry Keywords
NOC EngineerISPTelecommunicationsNetwork SecurityData Protection Standards
Tech Stack
Tools & technologiesAnsibleDNSFirewallsSwitchingTCP/IP
About the role
Key responsibilities & impact- Proactively monitor the network, infrastructure, and customer services using advanced monitoring tools to detect performance issues or outages.
- Perform regular health checks on network systems and address potential issues before escalation.
- Serve as the top-level escalation point for critical and complex technical issues unresolved by first- or second-line support.
- Troubleshoot complex network issues involving routing, switching, VPNs, DNS, and firewalls.
- Investigate and resolve service-impacting incidents, including outages and performance degradation.
- Lead major network incident response, coordinating internal teams and third-party providers to restore services and minimize downtime.
- Manage incident resolution end to end, provide stakeholder updates, and produce post-incident reports with root cause analysis and preventive measures.
- Assist with configuration, deployment, and optimization of core network devices.
- Support network changes, upgrades, and migrations while minimizing customer-service disruption.
- Monitor network capacity and performance, identify trends and bottlenecks, and recommend and implement improvements.
- Work with network and systems engineering teams on network expansions, upgrades, and performance enhancements.
- Share knowledge with first- and second-line support teams, provide technical training, and mentor second-line team members.
- Collaborate with network engineers, systems engineers, and third-party vendors to resolve complex issues and implement solutions.
- Manage escalations with hardware vendors and service providers.
- Monitor for security threats, DDoS attacks, and vulnerabilities, responding to mitigate risks and protect the network.
- Ensure network configurations and policies comply with industry security and data-protection standards.
Requirements
What you’ll need- Strong knowledge of BGP, OSPF, MPLS, DNS, DHCP, TCP/IP, and VPN networking protocols
- Experience configuring and troubleshooting enterprise-grade routers, firewalls such as Cisco, Juniper, and Fortinet, and load balancers
- Proficiency with network monitoring tools
- Experience diagnosing and resolving complex network issues and performing root cause analysis (RCA)
- Ability to resolve high-priority incidents under pressure with minimal supervision
- Ability to collaborate across teams and communicate complex technical information to non-technical stakeholders
- Excellent verbal and written communication skills, customer focus, and clear documentation
- 3–5 years of experience in a similar third-line or NOC engineer role, ideally in an ISP or telecommunications environment
- Hands-on experience with large-scale network environments, core networking, enterprise services, and security principles
- Bachelor’s degree in Computer Science, Networking, or a related field, or equivalent practical experience (desirable)
- Relevant certifications such as CCNP, JNCIP, CompTIA, Network+, Fortinet NSE 7, or equivalent would be advantageous (desirable)
- Familiarity with Ansible or similar configuration-management tools (desirable)
- Must be within a reasonable commute of the Ilkley office
Benefits
Comp & perks- Salary up to £35,000 pa, depending on experience
- Up to 25 days holiday per year plus Bank Holidays
- Wellbeing day
- Hybrid working
- Company events
- Company pension - 5% employer contribution
- Referral programme
- Contractual sick pay
- Employee Assistance Programme
- Contractual maternity and paternity pay
- Health Cash Plan
- Non-work related training allowance
- Volunteering day
- Day off for your birthday
- Structured training
- Regular 1-1's with your line manager to review progress and provide support
- Annual performance review
- A friendly, welcoming and supportive culture
- Development opportunities