2nd Line NOC Engineer
Salary: £40,000 - £50,000
Location: Remote
Shift Pattern: 12-hour shifts (2 days, 2 nights, 4 off)
About the Company
A leading provider of secure and connected digital infrastructure solutions, empowering organizations worldwide to enhance their network security and connectivity. As part of our ongoing growth, we are seeking a talented Network Engineer to join our dynamic Services Team. This is an exciting opportunity to collaborate with industry-leading vendors and a team of skilled professionals dedicated to delivering exceptional service.
About the Role
You will be instrumental in ensuring the reliability and performance of customer networks. Operating within a Managed Service Provider (MSP) environment, you will monitor, maintain, and troubleshoot ISP and enterprise networks for multiple clients. This role requires a proactive mindset, technical expertise, and a passion for problem-solving to resolve incidents, optimize performance, and implement continuous improvements.
Key Responsibilities:
Network Monitoring & Incident Management:
* Monitor network infrastructure using advanced tools to ensure optimal performance.
* Diagnose and resolve network issues affecting availability and reliability.
* Respond promptly to alerts, escalating unresolved issues appropriately.
Ticket Management:
* Handle incidents, problems, and change requests using ticketing systems.
* Maintain comprehensive and up-to-date ticket documentation.
* Prioritize tickets to meet service level agreements (SLAs).
Troubleshooting & Root Cause Analysis:
* Perform diagnostics, testing, and troubleshooting of network incidents.
* Conduct root cause analyses and propose preventive measures.
Change Management & Maintenance:
* Participate in scheduled maintenance and network upgrades.
* Document actions and adhere to change management protocols.
Customer Support & Communication:
* Act as a primary point of contact for customer technical queries.
* Provide clear and timely updates during incidents or maintenance.
Service Improvement & Reporting:
* Generate reports on network performance and operational metrics.
* Identify areas for service enhancement and propose optimizations.
Required Skills and Experience
* Strong understanding of IP, OSPF, BGP, and MPLS networks.
* Familiarity with Carrier Ethernet (e.g., MEF2.0/3.0) and optical technologies (CWDM/DWDM).
* Exposure to GPON/XGSPON access networks.
* Experience with ticketing systems (e.g., Salesforce, ServiceNow) and monitoring tools (e.g., SolarWinds, Nagios).
* Knowledge of Adva, SmartOptics, Nokia, or Ciena equipment is advantageous.
* ITIL certification or experience working with ITIL processes is desirable.
* Juniper or Cisco Specialist/Professional-level certifications are a plus.
* Strong communication skills and a proactive approach to problem-solving.
Benefits
* Remote working environment with structured shifts.
* Opportunities to work with cutting-edge technology and leading vendors.
* Free Training and Development Opportunities.
* A collaborative team culture that fosters learning and growth.
* The chance to contribute to the development of secure, connected networks for a diverse range of clients.
* Life Assurance.
* Health Insurance.