Senior Network Support Engineer Northampton & Newbury

Senior Network Support Engineer

As a Senior Network Support Engineer you are responsible for providing advanced 3rd line network support technical escalation and engineering capability across customer environments within the managed services estate.

Operating within a structured Network Operations environment you will take ownership of complex network incidents problems and high-impact service requests ensuring they are resolved to a high technical and operational standard.

This role is focused on network stability technical leadership and continuous service improvement acting as a key escalation point for 1st and 2nd Line teams. You will support network support operational change onboarding lifecycle management and small-scale engineering work ensuring all activity aligns to Managed Services ownership and BAU service delivery.

Job Role Responsibilities

Technical Escalation Ownership & Resolution (60%)

• Own and resolve complex 3rd line network incidents problems and escalations
• Act as the senior escalation point for 1st and 2nd Line engineers
• Take full accountability for technical outcomes and permanent resolution
• Perform deep troubleshooting and root cause analysis
• Work with problem management to identify trends and preventative fixes

Network Support Engineering & Operational Change

• Support and optimise network environments across the live managed estate
• Deliver operational changes as part of ongoing support including:

• Configuration updates
• Software/firmware upgrades
• Patch management
• Performance tuning and optimisation

• Execute all change in line with change management and service controls
• Support customer onboarding and transition into BAU support
• Contribute to lifecycle management (refresh upgrades and service evolution)
• Configure and support LAN WAN WLAN and security technologies
• Work across multi-vendor platforms (Cisco Aruba Fortinet Juniper)

Minor Engineering & Sub-Threshold Project Work (MS-Owned)

• Deliver chargeable small-scale engineering work outside standard support scope where:

• It remains low complexity and low risk
• It can be delivered within operational capacity
• It does not require formal project governance

• Examples include:

• Small network expansions
• Minor hardware installs
• Limited-scope upgrades or migrations

• Escalate larger or structured work to Professional Services

Operational Delivery Standards & Governance

• Deliver all work in line with defined operational standards customer requirements and industry best practice
• Ensure all incidents changes and service requests are managed within SLA priority and escalation frameworks
• Execute changes in line with formal change management processes ensuring validation testing and control
• Maintain fully auditable structured technical documentation
• Maintain high-quality ticket updates reflecting full technical detail and resolution activity
• Ensure consistency repeatability and quality across all technical delivery

Service Integration & Collaboration

• Work closely with Service Desk NOC Field Engineering and Project teams to ensure clear ownership boundaries and clean handoffs
• Provide technical leadership and guidance to 1st and 2nd Line teams
• Support onboarding and transition of customer services into BAU support
• Participate in technical discussions and service reviews where required

Project teams deliver change; this role ensures it is supportable and embedded into BAU and Small-scale work may be delivered directly under Managed Services control

Service Improvement & Commercial Awareness

• Identify recurring issues risks and opportunities for optimisation across customer environments
• Ensure appropriate distinction between managed service activity and project/professional services work
• Provide input into the development standardisation and continuous improvement of network services
• Support the evolution of tools processes and service offerings within the managed services function

Technical Capability

• Configure and support advanced networking technologies including:

• Routing and switching
• Firewalls and security platforms
• Wireless infrastructure and optimisation
• Network protocols including OSPF BGP VLANs

• Maintain strong expertise across enterprise networking platforms and vendor ecosystems

Personal & Team Development (30%)

• Act as a senior technical role model demonstrating high standards of ownership quality and professionalism
• Mentor and coach 1st and 2nd Line engineers to improve capability and service outcomes
• Contribute to knowledge bases standards and repeatable technical procedures
• Support cross-team collaboration and capability development
• Maintain and develop technical expertise through certifications and continuous learning

Research & Continuous Improvement (5%)

• Evaluate emerging networking technologies and vendor solutions
• Support problem investigation testing and validation activities
• Contribute to service innovation and improvement initiatives

Standard Working Practices & Compliance (5%)

• Operate in line with company policies customer requirements and service standards
• Ensure all work is compliant with governance security and data protection requirements
• Maintain high standards of documentation administrative accuracy and ticket hygiene
• Participate in operational governance reporting and service improvement initiatives
• Ensure compliance with health and safety standards

Job Requirements

• Strong expertise in enterprise networking technologies (TCP/IP routing switching DNS DHCP firewalls)
• Proven experience in a 3rd Line or Senior Network Support role within an MSP or NOC environment
• Advanced troubleshooting and root cause analysis capability
• Experience working within structured ITIL-aligned support models
• High level of ownership and accountability for service outcomes
• Strong documentation discipline with a focus on auditability and quality
• Ability to operate effectively within a structured process-driven environment
• Be part of a team handling an on-call rota.
• Clear structured and confident technical communication

Experience

• 4 years experience in network support or network engineering
• Experience within a Managed Services or Network Operations Centre environment
• Hands-on experience with enterprise networking vendors (Cisco Aruba Fortinet Juniper etc.)
• Experience supporting complex multi-site or multi-client environments

Certifications (Required)

• Aruba ACP-S ACP-CA
• Fortinet NSE4

Certifications (Desirable)

• Juniper JNCIP MistAI or above

• Juniper JNCIA-SEC or above

• Juniper JNCIA-Junos or above
• Cisco CCNA / CCNP
• Aruba ACX / ACP-NS / ClearPass Professional
• Cisco Meraki Solutions Specialist
• Palo Alto Network Security Professional
• Other relevant networking certifications

What we offer

• Hybrid Working (3 days in/2 days out after probation which is 3 months)
• Competitive Salary
• Location Newbury/Northampton.
• Culture Social events Supportive Fun Hard working
• Perks Incentives (holidays vouchers lunches spot prizes)
• Top of the range technology in office and for home working (laptops screens latest iPhone etc)
• Subsidised health care/medical benefits
• Annual Leave 25-30* days plus B. Hs optional 2 weeks unpaid. *Increases with time spent
• Progression Plan training & mentor programme.

Reporting Line

Reports to: NOC Operations Manager
Function: Network Operations Centre / Managed Services
Scope: Network Engineering (Technical Escalation Customer Onboarding and Service Improvement)

Bechtle is one of Europes leading suppliers of IT hardware software and services. Established in 1983 we utilise our European coverage to provide a common platform for procurement across 14 European countries. We provide comprehensive IT solutions ranging from consultation procurement and delivery of hardware and software project planning and implementation system integration maintenance training and even the complete on-site operation of IT systems.

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