Job Description

Roles & Responsibilities

Proactively investigate, analyse, and diagnose technical and potential security compliance issues using agreed monitoring, management, and analytical toolsets.

Reactively respond to customer-raised tickets, undertaking structured troubleshooting to restore service within agreed service level agreements and before critical service failure or security impact where possible.

Take overall technical ownership for incidents within customer SD WAN / SASE environments, working closely with Service Desks and resolver groups to ensure accurate routing, diagnostics, and impact assessment.

Monitor alerts and events, ensuring each is investigated, documented, and communicated in line with agreed operational procedures.

Escalate incidents appropriately and in a timely manner, in accordance with contractual and operational service level agreements.

Investigate and resolve issues identified through proactive monitoring tools, aiming to prevent service disruption or security breaches.

Follow documented business processes during faults or security incidents, while identifying opportunities for process improvement and recommending corrective actions.

Engage with Cisco and other relevant vendors or design authorities to resolve complex technical incidents within agreed timeframes.

Support root cause analysis activities and contribute to the production of detailed RCA reports.

Collaborate with Design teams and customers to address discrepancies identified during monitoring or troubleshooting activities.

Participate in a rotational shift schedule to support a 24/7 operational environment.

Complete in-life service changes in line with change management processes, validating that changes do not negatively impact service performance or security posture.

Provide constructive feedback and technical guidance to enhance operational efficiency and customer experience.

Desired Candidate Profile

An experienced network professional with 3 5 years of hands-on expertise supporting Cisco Meraki SDN solutions, including routers, switches, access points, and cameras.

Knowledgeable in core network technologies such as SD WAN, MPLS, Internet connectivity, and TCP/UDP.

A collaborative team member who approaches complex issues with a problem-solving mindset.

A clear and confident communicator, able to present technical information to both technical and non-technical stakeholders.

Customer-focused, with strong relationship-building skills and a commitment to service excellence.

Educated to degree level in Networking, Computer Science, or a related discipline, with a solid understanding of the enterprise technology market.

Ideally holding Meraki-specific certifications (for example, ESMS1 or ESMS2), with additional exposure to fixed networks, Python-based network automation, and customer-facing operational roles.