Lead Associate - Network Operations

The Network Level 2 Engineer provides skilled operational support and engineering across the organisation's multi-site network environment. Reporting to the Network Service Owner, the role maintains the availability, performance, security, and supportability of enterprise connectivity services across Cisco, Fortinet, and Cisco Meraki technologies. The engineer owns technical diagnosis and resolution of escalated network incidents, executes approved changes, supports lifecycle and security activities, and contributes to the removal of recurring operational issues. The role works closely with Level 3 engineering, Cyber Security, Security Operations, service providers, and infrastructure teams to restore service quickly, maintain accurate technical records, and deliver controlled improvements to network services.

Key Responsibilities

Network Operations and Incident Resolution

• Leverage network observability, telemetry, and performance analytics to assess service health, identify emerging risks, and implement improvements that enhance the reliability, capacity, and security of wired, wireless, WAN, internet, VPN, and perimeter network services.
• Lead technical investigations for complex network service challenges, applying structured diagnostic methodologies, root cause analysis, and remediation planning to improve long-term service stability and reduce recurring operational issues.
• Apply advanced technical expertise across routing, switching, wireless, firewall, and connectivity technologies to identify, analyse, and resolve systemic performance, resilience, and interoperability challenges within the global network environment.
• Collaborate with telecommunications providers, carriers, and ISP partners to drive service optimisation, improve connectivity resilience, strengthen escalation effectiveness, and enhance the overall quality and performance of network services.
• Contribute technical leadership during high-impact service events by providing impact analysis, recovery validation, remediation guidance, and post-event improvement recommendations that strengthen network resilience and operational maturity.

Network Administration and Controlled Change

• Act as a technical steward for Cisco Meraki security and wireless platforms, driving platform optimisation, configuration standardisation, lifecycle management, and performance improvement initiatives that enhance service reliability and user experience.
• Implement network security enhancements through the controlled deployment of firewall policies, segmentation controls, access governance improvements, VPN services, NAT optimisation, and logging capabilities across Fortinet and Cisco network security platforms.
• Deliver network enhancement and infrastructure lifecycle initiatives through structured implementation, technical validation, risk management, service assurance, and governance-aligned change execution practices.
• Maintain network platform integrity by enforcing configuration standards, strengthening security baselines, improving software and firmware currency, and ensuring the accuracy of infrastructure, connectivity, and service-asset information.
• Collaborate with senior engineering and architecture teams to support network modernisation, resilience enhancement, segmentation programmes, technology refresh activities, and strategic infrastructure improvement initiatives.

Security, Governance and Service Improvement

• Partner with Cyber Security and Security Operations functions to strengthen network security posture through the analysis of security events, implementation of risk mitigation measures, remediation of control weaknesses, and adoption of approved security enhancements.
• Contribute to governance, risk, and compliance objectives by maintaining robust evidence management practices, configuration governance, technical assurance artefacts, and traceable control documentation that support audit readiness and regulatory requirements.
• Drive service maturity through the identification of recurring service challenges, control deficiencies, observability gaps, and operational inefficiencies, contributing to sustainable remediation initiatives and long-term risk reduction strategies.
• Develop and enhance network knowledge frameworks, including operational standards, architecture artefacts, topology models, engineering procedures, troubleshooting methodologies, and service documentation that improve organisational capability and service consistency.
• Support the advancement of network engineering practices through automation, standardisation, and process optimisation initiatives that improve operational efficiency, increase service reliability, and reduce technology complexity.

Collaboration and Service Management

• Collaborate across Network Services, Architecture, Hosting, Digital Workplace, Cyber Security, and strategic technology partners to resolve complex cross-domain challenges and deliver integrated infrastructure outcomes.
• Provide clear and effective stakeholder engagement throughout the lifecycle of service enhancements, technical investigations, infrastructure changes, and service improvement initiatives, ensuring alignment between technical teams and business stakeholders.
• Apply ITIL-aligned service management principles to support service quality, governance, operational control, and continual improvement objectives, contributing to the effective delivery of agreed service outcomes and performance commitments.
• Support the successful delivery of critical infrastructure activities, technology change programmes, service resilience initiatives, and business-priority events by providing technical expertise and flexible engagement when required.

Education

• Bachelor's degree or diploma in IT, Computer Science, Electronics, Telecommunications, or a related discipline, or equivalent practical experience.

Experience

• 5-9 years of experience in network operations or network engineering within a multi-site enterprise or managed-service environment.
• Hands-on experience supporting Cisco Meraki, enterprise firewalls, switching, wireless, VPN, and internet connectivity.
• Experience troubleshooting ISP or carrier circuit issues and coordinating technical resolution with providers.
• Experience executing controlled changes and supporting ITIL-aligned Incident, Problem, Change, and Request processes.
• Experience supporting users and infrastructure across multiple locations or time zones is desirable.

Skills, Knowledge & Expertise

• Good working knowledge of TCP/IP, subnetting, VLANs, routing, switching, NAT, VPNs, DNS, DHCP, QoS, Wi-Fi, and common network troubleshooting methods.
• Hands-on capability with Cisco Meraki MX and access points through the Meraki Dashboard, including monitoring, configuration, and fault isolation.
• Working knowledge of Fortinet and/or Cisco firewall administration, including policies, objects, NAT, VPN, logs, and controlled configuration changes.
• Ability to interpret monitoring alerts, packet-flow information, device logs, interface statistics, and connectivity test results.
• Understanding of DIA, ISP and carrier services, routing paths, redundancy, and basic BGP concepts.
• Understanding of secure configuration, segmentation, least privilege, vulnerability remediation, access control, and audit evidence requirements.
• Ability to prioritise competing incidents and requests, escalate effectively, and communicate service impact and technical risk clearly.
• Strong documentation discipline and a methodical, customer-focused approach to troubleshooting and service restoration.

Essential Requirements

• Proven hands-on network support experience in a multi-site environment, including ownership of escalated incidents and implementation of approved changes.
• Operational experience with Cisco Meraki MX and wireless access points, including monitoring, configuration, and troubleshooting.
• Hands-on exposure to Fortinet and/or Cisco firewall administration under formal change and security governance.
• Practical experience managing ISP or carrier incidents and validating restored connectivity.
• Good understanding of routing, switching, NAT, VPN, DNS, DHCP, and network security fundamentals.
• Ability to work effectively with Level 3 engineering, Security Operations, Cyber Security, and service providers.
• Strong written and verbal communication skills, with accurate documentation and disciplined ticket management.
• Willingness to support general and UK shifts and participate in planned out-of-hours activities when required.

Essential

• Cisco CCNA or equivalent demonstrated routing and switching capability.

Desirable

• Fortinet FCP or equivalent Fortinet administration training.
• Cisco Meraki Solutions Specialist or relevant Meraki training.
• ITIL 4 Foundation.
• CompTIA Network+, Security+, or equivalent security fundamentals certification.