Senior Network Engineer - Incident & Change Escalation

LIMA; Salford; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

LIMA is hiring a 3rd Line Network Engineer for our Salford Quays-based Service Desk. You will own escalated incidents, lead investigations, and drive root-cause analysis with strong technical judgment.

Hybrid role—work from Salford Quays office Monday to Wednesday, with on-call rotation and opportunity to streamline operations. You’ll mentor others, document solutions, and supportChange/Release processes in a managed services setting.

Qualifications

• Extensive hands-on experience supporting and improving enterprise networking platforms (Palo Alto, Cisco, Juniper).
• Strong knowledge of network monitoring/observability tools and alert tuning.
• Experience with W AN/LAN routing, VPNs, SD-WAN, and related protocols.
• Ability to document solutions and create reusable guidance for engineers.
• Familiarity with ITIL-aligned service processes and change management.

Responsibilities

• Manage incidents for customers and hosted environments, resolving issues efficiently and accurately.
• Provide timely incident progress updates via phone or ConnectWise Manage.
• Escalate as a senior technical escalation point and communicate clearly to non-technical stakeholders.
• Identify repeat issues and root causes, creating problem records for permanent fixes.
• Coordinate planned release management activities and support outside business hours as needed.
• Adhere to SLA/KPI metrics and mentor junior service desk team members.

Skills

Palo Alto

Cisco

Juniper

Networking T/S

Documentation

ITIL

Education

CCNP

PCNSE

ITIL Foundation

Tools

LogicMonitor

SolarWinds

NetFlow

ConnectWise Manage

Job description

LIMA is hiring a 3rd Line Network Engineer for our Salford Quays-based Service Desk. You will own escalated incidents, lead investigations, and drive root-cause analysis with strong technical judgment.

Hybrid role—work from Salford Quays office Monday to Wednesday, with on-call rotation and opportunity to streamline operations. You’ll mentor others, document solutions, and supportChange/Release processes in a managed services setting.