Senior SME network engineer - Remote Support (UK)

Matrix Global

4d•Remote

About The Position

We are seeking an experienced Cisco Network Subject Matter Expert (SME) – Level 2/Level 3 to provide remote support for a large chain of retail stores across the United Kingdom. The ideal candidate will be responsible for advanced network troubleshooting, configuration, maintenance, and incident resolution across a multi‑site retail environment. This position requires strong expertise in Cisco networking technologies and the ability to work efficiently within a high‑availability, customer‑facing operational setting. This is a remote role , with required availability between 9:00 AM and 9:00 PM UK Time .

Requirements

5+ years of hands-on Cisco network engineering experience (L2/L3 level).
Strong expertise in: Cisco IOS/XE Routing protocols (BGP, OSPF, EIGRP) Switching (VLANs, STP, trunking, EtherChannel) Firewalls (Cisco ASA or Firepower) SD‑WAN technologies (Viptela/Meraki preferred)
Experience supporting multi-site enterprise or retail networks .
Familiarity with network monitoring tools (SolarWinds, PRTG, Cisco Prime, etc.).
Strong understanding of ITIL processes.
Excellent communication and problem‑solving skills.
Remote position
Must be available 9:00 AM – 9:00 PM UK Time , with shift rotation as required.
Strong attention to detail and ownership mindset.
Ability to work independently and manage high‑priority incidents.
Customer‑centric approach with a sense of urgency.

Nice To Haves

Cisco certifications such as CCNP, CCNA (mandatory for L2), CCIE (advantageous).
Experience supporting POS networks , retail Wi-Fi, or payment systems.
Knowledge of Meraki solutions is a plus.

Responsibilities

Provide L2/L3 remote network support for retail stores across the UK.
Diagnose and resolve complex incidents involving: Cisco routers, switches, firewalls (ASA/Firepower) Wireless controllers and access points VPN, SD‑WAN, LAN/WAN connectivity
Perform root cause analysis (RCA) and implement long‑term corrective actions.
Configure, optimize, and maintain Cisco network devices to ensure stability and performance.
Manage network changes through established ITIL/Change Management processes.
Monitor network performance and proactively identify areas for improvement.
Support POS network connectivity, in‑store wireless, back‑office network systems, and store‑to‑HQ communication.
Resolve issues impacting store operations with a focus on minimizing downtime.
Maintain accurate technical documentation, network diagrams, and configuration records.
Work closely with internal teams, vendors, and service providers to resolve escalations.
Communicate effectively with non‑technical store staff when guiding troubleshooting steps.