[Hiring] 3rd Line - Network Engineer @Roc Technologies

Role Description

We are looking for a proactive and experienced Senior Networking Engineer to join our Managed Services Operations Centre (MSOC). This is a senior technical role where you will provide expert-level support across customer environments, lead escalations, and contribute to the continuous improvement of our services.

You will act as a technical authority, supporting business-as-usual operations while mentoring junior engineers and ensuring high-quality service delivery. Alongside BAU responsibilities, you will play a key role in enhancing operational processes, improving customer systems, and driving service excellence.

This role also involves building strong customer relationships and collaborating with professional services and pre-sales teams to design and deliver effective infrastructure solutions.

Typical shifts:

• 08:00–16:30
• 09:00–17:30
• 10:00–18:30
• (Shift patterns may vary based on business needs)

Qualifications

• Strong technical expertise in networking, including:
• Juniper networking (LAN/Wireless) and Mist
• Switching technologies (Aruba or Cisco)
• Routing and wireless networking
• Network Access Control (Cisco ISE / Aruba ClearPass)
• Aruba Central and wireless solutions
• VMware ESX hosting
• DNS, DHCP, and Certificate Services
• Firewall technologies (Fortinet, Cisco, Palo Alto, Check Point)
• VLAN configuration and routing
• Experience using ITSM tools (e.g., ServiceNow)

Requirements

• Maintain high availability of customer networks through proactive monitoring, maintenance, and failover testing
• Act as the final point of technical escalation (Tier 3) within the MSOC
• Troubleshoot complex incidents, problems, and changes, keeping customers regularly updated
• Maintain accurate and detailed records in ITSM systems
• Participate in an on-call rota providing out-of-hours escalation support
• Engage with third-party vendors to log and manage support cases
• Identify and recommend service and operational improvements
• Collaborate with Team Leaders and Service Delivery Managers on continual improvement initiatives
• Ensure all work meets or exceeds agreed Service Level Agreements (SLAs)
• Deliver consistently high levels of customer service
• Mentor and support junior engineers within the team
• Perform regular housekeeping and system maintenance tasks
• Take ownership of personal and professional development

Benefits

• Flexibility to work on customer sites when required
• Participate in 24/7 support during high-priority incidents
• Maintain professionalism, integrity, and strong working relationships
• Adapt quickly to changing priorities and business needs
• Undertake additional duties as requested by management

Experience & Qualifications

• 3–5 years’ experience in a 3rd Line Infrastructure or similar role
• Experience within a Managed Services environment
• Proven ability to engage with senior stakeholders and customers