Senior Network Engineer in Thatcham

We are seeking a proactive and experienced Senior Networking Engineer to join our Managed Services Operations Centre (MSOC). You will provide expert-level support across our customers' environments, lead technical escalations, contribute to service improvements, and help shape the delivery of infrastructure services. The role will primarily focus on business-as-usual activities, including acting as the final point of technical escalation, assisting with major incidents and the proactive management of service requests, changes, incidents, and problems in line with ITIL standards.

You will act as a senior technical authority within the MSOC, providing advanced troubleshooting, mentoring junior engineers, and ensuring high-quality service delivery across a wide range of customer environments. In addition to BAU responsibilities, you will review and improve ways of working, leveraging internal and external tools to increase operational efficiency, enhance customer systems, and improve overall satisfaction with IT services. The role also involves building strong customer relationships, identifying opportunities for improvement, and working closely with professional services consultants and pre-sales teams to ensure the right solutions are identified, designed, and successfully delivered.

Key Responsibilities

• Maintain network availability for customers by documenting routine maintenance practices, failover testing, and participating in the implementation of best practices in your technical specialism.
• Troubleshooting technical faults and regularly updating customers on progress of incidents, problems and changes by telephone and email in a professional manner.
• Maintaining Roc and customer ITSM systems with high quality work notes detailing progress, actions, and plans.
• Working as part of an on-call rota to provide Tier 3 technical expertise to 24X7 Tier 1 team outside core hours.
• Contact third parties/vendors to log and progress support calls.
• Identifying and recommending improvements.
• Work closely with the Team leader and service delivery managers on continual improvement programmes/workstream.
• Liaison with internal departments, vendors and suppliers where required to ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Carry out housekeeping tasks.
• Actively seek to improve and grow own skill and knowledge in appropriate areas.
• Ad-hoc duties as required.

Additional Responsibilities

• Flexibility: able to work on a customer site 5 days a week and join the on-call rota to provide 24x7 cover in the event of a high priority incident.
• Professionalism: must demonstrate professionalism at all times by acting with respect to colleagues and customers, courtesy and integrity.
• Adaptability: can switch focus and priority quickly in order to react to business and customer needs at short notice.
• Undertake duties as requested by your Line Manager or the Board.