Network Engineer

Location: Heathrow Airport (Hybrid)

Availability: ASAP

My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft and governments. Their technology powers more seamless, safe and sustainable air travel.

As a Network Engineer, you will support Network Infrastructure projects working with the team on site at Heathrow Airport.

About the Role

As a Subject Matter Expert (SME) for SCN networks, you will be part of the LAN tower led by the LAN Technical Lead. You will be responsible for proactive network maintenance, providing operational support to local teams and global command centres, and collaborating closely with design and deployment teams. In this customer-facing role, you will engage directly with clients to deliver tailored solutions and ensure seamless service delivery. You will drive the implementation and continuous improvement of operational processes and procedures, maintaining the highest level of service availability. Reporting to the Senior Manager Service Operations, you will be a part of the service operations team responsible for assuring business growth through the highest quality performance of all Service Operations activities at Heathrow airport and at their premises.

Duties

• Provide proactive maintenance and operational support to internal and external customers in line with contracts and SLAs.
• Ensure correct functioning, maintenance, and monitoring of internal and external systems, performing preventive and proactive interventions.
• Act as the customer SPOC when required, coordinating with internal resolver groups and Service Desk to maintain high service standards and timely resolutions.
• Detect, diagnose, and resolve service and infrastructure issues, ensuring incident and problem management is handled to the highest standards.
• Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside the business, according to the customer contracts, SLAs and monitoring requirements.
• Guide the Service Operations team to uphold high working standards, offering support and direct oversight where needed.
• Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems.
• Support the senior team members in the management, reporting, and coordination of day-to-day tasks during absence of the Technology Lead.
• Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided.
• Perform change management, configuration, design, and implementation activities for supported products and systems.
• Report and elevate unresolved problems and ensure service requests are fully owned until closure.
• Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
• Document lessons learned, known errors, and operational knowledge to drive continuous service improvement.

What we are looking for

Experience

• 3+ years’ experience as a Systems Engineer/Administrator or Network Engineer responsible for support activities involving LAN/WAN equipment.
• 3+ years’ experience in Customer Service, preferably in a global organization and Service Provider environment.
• Technical background in Telecommunications, Service Management, and IT Service Management processes (ITIL).
• Experience with Windows Server (installation, patching) and relevant certifications (e.g., CCNA, Microsoft).
• Proven ability to manage OTN Systems Networks and configure Cisco ACI 9Ks, Nexus 7Ks, and NCS platforms.
• Knowledge of Aruba ClearPass and AVI Load Balancers.
• Experience with security systems, including Palo Alto firewalls.
• Strong customer service orientation with a proactive, ownership-driven mindset.
• Demonstrated success delivering services to external customers under strict SLAs.
• Ability to manage multiple tasks and perform under pressure in dynamic environments.
• Experience working in global service provider environments with cross-functional teams.

Nice to Have:

• Experience of working in the Airport/Airline industry.
• Experience of working with Automation (Infrastructure as Code).
• Knowledge and experience of OTN Networks; BARCO KVM solutions; or Cisco NCS model series.

Working environment:

• Working core business hours during the week.
• When/where required, be contactable for escalations and support, on an on-call standby basis.
• When/where required, perform assigned tasks out of hours.
• Office in close proximity to Heathrow Airport.

Seniority level: Associate

Employment type: Full-time

Job function: Information Technology, Consulting, and Other Industries Computer and Network Security, IT Services and IT Consulting, and IT System Testing and Evaluation