Senior Network Support Engineer - Northampton & Newbury

Senior Network Support EngineerAs 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 ResponsibilitiesTechnical 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 engineersTake full accountability for technical outcomes and permanent resolutionPerform deep troubleshooting and root cause analysisWork with problem management to identify trends and preventative fixesNetwork Support, Engineering & Operational ChangeSupport and optimise network environments across the live managed estateDeliver operational changes as part of ongoing support, including:Configuration updatesSoftware/firmware upgradesPatch managementPerformance tuning and optimisationExecute all change in line with change management and service controlsSupport customer onboarding and transition into BAU supportContribute to lifecycle management (refresh, upgrades, and service evolution)Configure and support LAN, WAN, WLAN, and security technologiesWork 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 riskIt can be delivered within operational capacityIt does not require formal project governanceExamples include: Small network expansionsMinor hardware installsLimited-scope upgrades or migrationsEscalate larger or structured work to Professional ServicesOperational Delivery, Standards & GovernanceDeliver all work in line with defined operational standards, customer requirements, and industry best practiceEnsure all incidents, changes, and service requests are managed within SLA, priority, and escalation frameworksExecute changes in line with formal change management processes, ensuring validation, testing, and controlMaintain fully auditable, structured technical documentationMaintain high-quality ticket updates reflecting full technical detail and resolution activityEnsure consistency, repeatability, and quality across all technical deliveryService Integration & CollaborationWork closely with Service Desk, NOC, Field Engineering, and Project teams to ensure clear ownership boundaries and clean handoffsProvide technical leadership and guidance to 1st and 2nd Line teamsSupport onboarding and transition of customer services into BAU supportParticipate in technical discussions and service reviews where requiredProject teams deliver change; this role ensures it is supportable and embedded into BAU and Small-scale work may be delivered directly under Managed Services controlService Improvement & Commercial AwarenessIdentify recurring issues, risks, and opportunities for optimisation across customer environmentsEnsure appropriate distinction between managed service activity and project/professional services workProvide input into the development, standardisation, and continuous improvement of network servicesSupport the evolution of tools, processes, and service offerings within the managed services functionTechnical CapabilityConfigure and support advanced networking technologies including:Routing and switchingFirewalls and security platformsWireless infrastructure and optimisationNetwork protocols including OSPF, BGP, VLANsMaintain strong expertise across enterprise networking platforms and vendor ecosystemsPersonal & Team Development (30%)Act as a senior technical role model, demonstrating high standards of ownership, quality, and professionalismMentor and coach 1st and 2nd Line engineers to improve capability and service outcomesContribute to knowledge bases, standards, and repeatable technical proceduresSupport cross-team collaboration and capability developmentMaintain and develop technical expertise through certifications and continuous learningResearch & Continuous Improvement (5%)Evaluate emerging networking technologies and vendor solutionsSupport problem investigation, testing, and validation activitiesContribute to service innovation and improvement initiativesStandard Working Practices & Compliance (5%)Operate in line with company policies, customer requirements, and service standardsEnsure all work is compliant with governance, security, and data protection requirementsMaintain high standards of documentation, administrative accuracy, and ticket hygieneParticipate in operational governance, reporting, and service improvement initiativesEnsure compliance with health and safety standardsJob RequirementsStrong 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 environmentAdvanced troubleshooting and root cause analysis capabilityExperience working within structured ITIL-aligned support modelsHigh level of ownership and accountability for service outcomesStrong documentation discipline with a focus on auditability and qualityAbility to operate effectively within a structured, process-driven environmentBe part of a team handling an on-call rota.Clear, structured, and confident technical communicationExperience4+ years’ experience in network support or network engineeringExperience within a Managed Services or Network Operations Centre environmentHands-on experience with enterprise networking vendors (Cisco, Aruba, Fortinet, Juniper, etc.)Experience supporting complex, multi-site or multi-client environmentsCertifications (Required)Aruba ACP-S, ACP-CAFortinet NSE4+Certifications (Desirable)Juniper JNCIP – MistAI or aboveJuniper JNCIA-SEC or aboveJuniper JNCIA-Junos or aboveCisco CCNA / CCNPAruba ACX / ACP-NS / ClearPass ProfessionalCisco Meraki Solutions SpecialistPalo Alto Network Security ProfessionalOther relevant networking certificationsWhat we offerHybrid Working (3 days in/2 days out, after probation which is 3 months)Competitive SalaryLocation – Newbury/Northampton. Culture – Social events, Supportive, Fun, Hard workingPerks – 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 benefitsAnnual Leave – 25-30* days plus B. H’s + optional 2 weeks unpaid. *Increases with time spentProgression Plan – training & mentor programme. Reporting LineReports to: NOC Operations ManagerFunction: Network Operations Centre / Managed ServicesScope: Network Engineering (Technical Escalation, Customer Onboarding and Service Improvement)Bechtle is one of Europe’s 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. Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935