Job Description

Who are we?

We’re a forward-thinking technology provider committed to excellence, offering cybersecurity, communications, and managed IT services that evolve with our customers. Since 2000, we’ve helped companies stay connected and secure, providing the right solutions so they can focus on their goals, today and in the future.

Our mission is to leverage our expertise and trusted partnerships to empower businesses with innovative, cost-effective IT solutions. We pride ourselves on delivering superior service and a customer experience that’s reliable, honest, and tailored to our customer needs, making us their trusted, long-term partner for growth in the digital age.

Business Background

Wavenet is a prominent technology and communications provider. Committed to innovation and reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital age. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support. With a customer-centric approach, Wavenet tailors’ solutions to meet individual needs, prioritizing customer satisfaction and exceptional experiences. Their values of innovation, trust, collaboration, and community engagement underpin their mission to be a leading technology partner, enabling businesses to succeed and thrive in a rapidly evolving digital landscape.

As a Tier 3 Network Engineer, you will operate as a senior technical authority within Wavenet’s Network Operations function. You will be responsible for:

• Supporting and optimising production network environments and critical customer infrastructure
• Acting as the final escalation point for complex incidents and major outages
• Mentoring junior engineers and driving technical excellence across Tier 1 and Tier 2 teams
• This role combines deep technical troubleshooting and customer-facing consultancy.

Documentation & Information:

• By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.
• Accuracy and detail are key to effective documentation it is expected that all relevant documentation will be completed for each ticket worked.
• Your documentation of an incident will be reviewed when escalating and must provide all relevant information.
• All tickets need to accurately reflect the current status and must be closed out once work activities to address the issue are complete.

Achieving SLA/KPI targets:

• Working within your team to ensure all tickets are actioned within SLA.
• Where tickets are unable to be closed with a first fix, identify further resolution steps and action with the client.
• Monitored activity through various ticket reporting tools.
• You will be expected to meet or exceed customer expectations with regard to the SLA.
• SLA Targets include, 1st Response, 1st Fix Rate, Customer Updates, Resolution Plan & Resolution

Key Responsibilities

Advanced Network Support & Operations

• Act as the Tier 3 escalation point for complex network incidents, including Major Incident response
• Perform deep-dive troubleshooting across LAN, WAN, SD-WAN, and firewall technologies
• Lead service restoration efforts, balancing rapid resolution with root cause analysis
• Conduct proactive monitoring, trend analysis, and problem management to eliminate recurring faults

Customer Engagement & Technical Leadership

• Act as a trusted technical advisor to customers
• Participate in and lead technical discussions, reviews, and presentations
• Mentor junior engineers and support capability development across the team
• Drive knowledge sharing and promote engineering best practice

Qualifications

Essential Technical Skills

CCNA (current) – Routing & Switching

Strong hands-on experience with multi-vendor network environments, including:

Cisco (Catalyst, Nexus, routing & switching)

Cisco Meraki (firewalls, switching, wireless)

Fortinet (FortiGate firewalls, VPNs, security policies)

Juniper (routing, switching, and security platforms)

Advanced troubleshooting across:

LAN/WAN technologies

xDSL, FTTC, SOGEA, Ethernet, L2TP, PPP

IPSec VPNs and firewall configurations

Solid understanding of:

SD-WAN technologies and architectures

Network security principles and segmentation

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider?

Apply today or contact our friendly Talent Acquisition Team for more information.