Senior Network Support Engineer – Northampton & Newbury

Overview

As a Senior Network Support Engineer, you will own complex 3rd-line network incidents and drive permanent resolutions within a managed services estate. You act as the senior escalation point for 1st/2nd line teams, leading deep troubleshooting and root-cause analysis to improve service stability. You will deliver network changes, onboarding, and lifecycle activities across Cisco, Aruba, Fortinet, and Juniper environments, shaping ongoing service evolution. This role combines technical leadership with hands-on delivery and cross-team collaboration.

Pay / Benefits

• Hybrid Working (3 days in/2 days out)
• Competitive Salary
• Subsidised health care/medical benefits
• Annual Leave 25-30 days + bank holidays + optional 2 weeks unpaid
• Progression plan and mentorship program
• Top-of-the-range technology for office and home working

Responsibilities

• Own and resolve complex 3rd line network incidents, problems and escalations
• Serve as senior escalation point for 1st and 2nd line engineers
• Take accountability for technical outcomes and permanent resolution
• Perform deep troubleshooting and root cause analysis
• Work with problem management to identify trends and preventative fixes
• Deliver operational changes including configuration updates, software/firmware upgrades, patch management and performance tuning
• Execute changes in line with change management and service controls
• Support onboarding and transition into BAU support
• Contribute to lifecycle management (refresh, upgrades, service evolution)
• Configure and support LAN, WAN, WLAN, and security technologies
• Work across multi-vendor platforms (Cisco, Aruba, Fortinet, Juniper)
• Deliver small-scale engineering work outside standard support scope within capacity and low risk
• Escalate larger or structured work to Professional Services
• Ensure work aligns with operational standards, governance and SLAs
• Maintain auditable technical documentation and high-quality ticket updates
• Ensure consistency and quality across technical delivery
• Collaborate with Service Desk, NOC, Field Engineering, and Project teams
• Provide technical leadership to 1st/2nd Line teams
• Support onboarding and transition into BAU
• Participate in technical discussions and service reviews
• Identify recurring issues and opportunities for optimisation
• Differentiate between managed service activity and project work
• Contribute to standardisation and continuous improvement of network services
• Support evolution of tools, processes, and service offerings
• Configure and support advanced networking technologies including routing, switching, firewalls, wireless, and protocols (OSPF, BGP, VLANs)
• Maintain strong expertise across enterprise networking platforms and vendor ecosystems

Key requirements

• Strong expertise in enterprise networking technologies (TCP/IP, routing, switching, DNS, DHCP, firewalls)
• 3rd Line or Senior Network Support experience in MSP or NOC
• Advanced troubleshooting and root cause analysis capability
• Experience in ITIL-aligned support models
• High ownership and accountability for service outcomes
• Strong documentation discipline with emphasis on auditability and quality
• Ability to operate in a structured, process-driven environment
• Be part of an on-call rota
• Clear, structured technical communication
• 4+ years’ experience in network support/engineering
• Experience in Managed Services or NOC environments
• Hands-on experience with enterprise networking vendors (Cisco, Aruba, Fortinet, Juniper)
• Experience supporting complex, multi-site or multi-client environments

• Strong ownership and accountability
• Clear and confident technical communication
• Mentoring and coaching capability
• TCP/IP
• Routing & Switching
• DNS & DHCP

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