Cisco Network SME (L2/L3) – Remote Support (UK Retail Stores)
Position Overview
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.
Key Responsibilities
Network Support & Troubleshooting
- 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.
Configuration & Administration
- 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.
Retail Environment Support
- 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.
Documentation & Collaboration
- 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.
Required Skills & Experience
- 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.
Preferred Qualifications
- 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.
Work Schedule
- Remote position
- Must be available 9:00 AM – 9:00 PM UK Time, with shift rotation as required.
Personal Attributes
- Strong attention to detail and ownership mindset.
- Ability to work independently and manage high‑priority incidents.
- Customer‑centric approach with a sense of urgency.
Matrix is a global, dynamic, and fast-growing leader in technical consultancy and technology services, employing over 13,000 professionals worldwide. Since its founding in 2001, Matrix has expanded through strategic acquisitions and significant ventures, cementing its position as a pioneer in the tech industry.
We specialize in developing and implementing cutting-edge technologies, software solutions, and products. Our offerings include infrastructure and consulting services, IT outsourcing, offshore solutions, training, and assimilation. Matrix also proudly represents some of the world's leading software vendors.
With extensive experience spanning both private and public sectors—such as Finance, Telecom, Healthcare, Hi-Tech, Education, Defense, and Security—Matrix serves a distinguished clientele in Israel and an ever-expanding global customer base.
Our success stems from a team of talented, creative, and dedicated professionals who are passionate about delivering innovative solutions. We prioritize attracting and nurturing top talent, recognizing that every employee’s contribution is essential to our success. Matrix is committed to fostering a collaborative and inclusive work environment where learning, growth, and shared success thrive.
Join the winning team at Matrix! Here, you’ll find a challenging yet rewarding career, competitive compensation and benefits, and opportunities to be part of a highly respected organization—all while having fun along the way.
To Learn More, Visit: www.matrix-ifs.com
EQUAL OPPORTUNITY EMPLOYER: Matrix is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. Matrix is committed to the principle of equal employment opportunity for all employees, providing employees with a work environment free of discrimination and harassment. All employment decisions at Matrix are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in our locations. Matrix will not tolerate discrimination or harassment based on any of these characteristics. Matrix encourages applicants of all ages.
