Senior Network Engineer
Summary
Senior network engineer troubleshooting and optimizing production networks, escalating complex incidents, and mentoring junior engineers in a cloud and enterprise infrastructure environment.
Job Description
Role Overview:
As a Tier 3 Network Engineer, you will operate as a senior technical authority within Wavenet’s Network Operations function. You will be responsible for:
- Supporting and optimising production network environments and critical customer infrastructure
- Acting as the final escalation point for complex incidents and major outages
- Mentoring junior engineers and driving technical excellence across Tier 1 and Tier 2 teams
- This role combines deep technical troubleshooting and customer-facing consultancy.
Documentation & Information:
- By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.
- Accuracy and detail are key to effective documentation it is expected that all relevant documentation will be completed for each ticket worked.
- Your documentation of an incident will be reviewed when escalating and must provide all relevant information.
- All tickets need to accurately reflect the current status and must be closed out once work activities to address the issue are complete.
Achieving SLA/KPI targets:
- Working within your team to ensure all tickets are actioned within SLA.
- Where tickets are unable to be closed with a first fix, identify further resolution steps and action with the client.
- Monitored activity through various ticket reporting tools.
- You will be expected to meet or exceed customer expectations with regard to the SLA.
- SLA Targets include, 1st Response, 1st Fix Rate, Customer Updates, Resolution Plan & Resolution
Key Responsibilities
Advanced Network Support & Operations
- Act as the Tier 3 escalation point for complex network incidents, including Major Incident response
- Perform deep-dive troubleshooting across LAN, WAN, SD-WAN, and firewall technologies
- Lead service restoration efforts, balancing rapid resolution with root cause analysis
- Conduct proactive monitoring, trend analysis, and problem management to eliminate recurring faults
Customer Engagement & Technical Leadership
- Act as a trusted technical advisor to customers
- Participate in and lead technical discussions, reviews, and presentations
- Mentor junior engineers and support capability development across the team
- Drive knowledge sharing and promote engineering best practice