Network Support Engineer (Level 3)

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.

Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact.

Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.

The Level 3 Network Support Engineer reports to the Network Support Team Lead and the Network and Network Security Support Manager. This role operates within a global 24x7 support squad that includes Level 1 and 2 engineers, a Squad Lead and an Incident Manager working in 9-hour rotating shifts.

As the most technically advanced position in the squad, the engineer is responsible for resolving complex incidents involving LAN, (SD-)WAN, Wi-Fi and network security technologies across multi-vendor environments, and provides expert direction during major incidents for Xalient’s managed services customers.

The primary focus is on resolving critical escalated issues, with lower-priority tasks handled when incident activity allows. The role follows a rotating shift pattern that includes weekends, bank holidays and religious or non-religious festivals, along with participation in an out-of-hours on-call rota.

Responsibilities also include contributing to root cause analysis, identifying recurring trends and recommending improvements to configuration, processes, documentation and tooling. The engineer supports onboarding, mentors junior staff and ensures clear documentation and handovers to maintain consistent service delivery.

What you’ll be doing

• Resolve complex network incidents across LAN, (SD-)WAN, Wi-Fi and network security technologies, ensuring timely resolution in line with SLA commitments
• Act as the senior technical escalation point within the squad, supporting major incident resolution with expert-level troubleshooting and clear communication
• Participate in a 24x7x365 shift rota and out-of-hours on-call schedule to maintain consistent support coverage for critical services
• Contribute to service improvement by identifying recurring issues, performing root cause analysis and recommending enhancements to tools, processes and documentation
• Maintain accurate technical documentation, including incident records, change logs, network diagrams and internal knowledge base articles
• Mentor and support junior engineers, contributing to onboarding and sharing technical expertise to strengthen team capability
• Uphold operational and technical standards while maintaining a customer-focused approach and promoting high service quality across all interactions
• Prioritise incident response over non-urgent tasks to adhere to defined SLAs, maintain high service availability and ensure detailed shift handovers.

What you'll need

Education :

Cisco CCNP / CCIE (Enterprise Infrastructure, Security)

Preferred Qualifications :

Benefits :

Equal Opportunities Statement

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion / belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

Our Commitment to Diversity