3rd Line Network Support Specialist – Rolls Royce London

Overview

In this role you will provide lead technical 3rd line support for complex network and security deployments on the Rolls Royce account, working with BT and partner engineers. You’ll act as a subject matter expert across a broad range of technologies, driving rapid incident resolution and root cause analysis. You will own high-priority incidents within SLAs and be the operational single point of contact for design and customer contract teams. The position offers exposure to large-scale security and cyber initiatives within a transforming, AI-led business. This is a hands-on role with significant stakeholder engagement and a focus on service quality and customer outcomes.

Pay / Benefits

• 10% on target annual bonus
• Online private GP 24/7 for you and family
• Paid carers leave up to 2 weeks
• Maternity, paternity and adoption leave – 18 weeks full pay, 8 weeks half pay
• Pension scheme – 5% employee, 10% employer
• Holiday purchase scheme

Responsibilities

• Provide in-life 3rd line technical support, including 1-in-4 callouts
• Be SME for a wide range of technologies and products
• Detect, respond and resolve complex incidents and changes
• Lead high-priority incidents and deliver within SLA
• Act as operational SME for specialised services and for customer contracts
• Provide root cause analysis and contribute to post-incident reviews
• Support issue escalations with timely risk identification and stakeholder communication

Key requirements

• Proven experience across Network Engineering and Security Operations (Cisco, Checkpoint, Fortinet Firewalls, F5, Cisco ISE, Fortinet SD-WAN, WiFi, switching and routing)
• Excellent stakeholder management and ability to engage with customers and cross-functional teams
• Proven incident leadership, managing multiple incidents and leading technical conference calls to resolve issues
• Eligibility for Government Security Clearance to SC UK Eyes Only (DV in future)
• Experience as a 3rd line SME and coordinating with design or customer contract teams

• Stakeholder management
• Communication
• Collaboration
• Cisco
• Checkpoint
• Fortinet Firewalls

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