Wavenet is hiring a Network L3 Engineer

The 3rd Line Network Engineer is a senior technical position responsible for providing advanced support across complex enterprise and ISP level network environments. The role involves resolving escalated incidents, performing detailed diagnostics, and ensuring the stability and performance of customer networks. You will support a wide range of technologies across routing, switching, wireless, firewalls, and SDWAN platforms. Customers include public sector bodies, education institutions, healthcare organisations, and commercial environments with mission critical systems where reliability, accuracy, and professionalism are essential. You will own connectivity issues across the entire network stack, from core ISP backbone and WAN circuits right through to customer edge routers, firewalls, LAN switching, wireless networks, and any related on‑site infrastructure. Key Responsibilities Supporting the Customer Managing and resolving 3rd line network incidents and service requests end to end. Supporting complex LAN, WAN, Wi‑Fi, security, SD‑WAN, and ISP‑side environments across multi‑vendor platforms, including MPLS networks, carrier routing, leased line circuits, and all associated customer and provider-edge infrastructure. Responding to and actioning escalated alerts from network monitoring teams. Providing clear, timely communication to customers and internal teams throughout incident progression. Working with external suppliers and vendors where appropriate to resolve technical issues. Keeping all technical documentation, network diagrams, configuration records, and knowledge articles up to date. Achieving SLA Targets Ensuring that all incidents and service requests are managed within SLA. Maintaining consistent and transparent communication with customers throughout each case. Taking full ownership of issues and demonstrating a proactive approach to resolution. Customer Satisfaction Delivering a professional and high-quality customer experience. Identifying when collaboration or input from other teams is required. Supporting service delivery teams with technical updates and case information. Documentation & Information Management Producing high-quality, detailed documentation for all technical work carried out. Ensuring ticket systems and records are accurate and reflect the current status. Closing tickets promptly and appropriately once confirmed resolved. ITIL Processes, Governance and Incident Quality Strong understanding of ITIL practices including Change Management, Major Incident Management, Problem Management, and continual service improvement. Ability to work effectively with the Major Incident team during high impact outages, providing clear technical input, next steps, and updates as required. Experienced in producing high quality Root Cause Analysis (RCA) reports following major incidents, including evidence gathering, impact assessment, and recommendations for prevention. Able to identify recurring patterns or trends across multiple incidents and contribute to Problem Management activities, ensuring issues are documented, tracked, and resolved correctly. Ensures all technical work is carried out in a controlled, well documented manner that aligns with customer processes and established ITIL frameworks. Technical Guidance and Skill Development Providing experienced guidance and mentoring to 1st and 2nd line engineers. Assisting with complex technical investigations and major incidents. Contributing to internal training material and knowledge sharing.