3rd Line Network Support Specialist – Rolls Royce Derby

Overview

In this role, you will provide lead technical support for complex network, security and cyber security deployments on the Rolls-Royce account, collaborating with BT and external engineers. You will manage high-priority incidents and changes, acting as a SME for a broad tech stack and coordinating with customer teams to meet SLA targets. The position emphasizes stakeholder engagement, incident leadership and root-cause analysis to drive service restoration and improvements. This is a hands-on, on-site role with callouts and potential security clearance requirements, contributing to a large transformation program at BT Business.

Pay / Benefits

• 10% on target annual bonus
• online private GP for you and family
• paid carers leave
• parental leave with pay
• discounted BT products
• pension scheme with employer contribution

Responsibilities

• Provide 3rd line SME support for a wide range of technologies and products
• Lead complex incident, problem and change handling within SLA targets
• Provide root cause analysis and contribute to post-incident reviews
• Act as operational SPOC for design or customer contract teams
• Coordinate with stakeholders and manage escalations to mitigate risks
• Participate in callouts (1 in 4 rota) and ensure timely communication to customers
• Support on security deployments and cyber security initiatives

Key requirements

• Proven technical experience across Network Engineering and Security Operations (Cisco, Checkpoint, Fortinet Firewalls, F5, Cisco ISE, Fortinet SD-WAN, WiFi, switching and routing)
• Excellent stakeholder management with direct customer engagement
• Proven incident leadership with ability to manage multiple incidents and drive to resolution within SLAs
• Ability to act as SME for specialised products and services

• stakeholder management
• communication
• problem-solving
• Cisco
• Checkpoint
• Fortinet Firewall

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