Job Title: Network Operations Center (NOC) Engineer / IT Support Specialist
Do you have the following skills, experience and drive to succeed in this role Find out below.
Location: Belfast - Fully Onsite
Job Type: Full-Time
About the Role
We are seeking a highly skilled and customer-focused NOC Engineer to act as the first point of escalation for customer calls and ensure seamless network operations. You will play a critical role in managing and resolving faults and service requests promptly while maintaining excellent communication with customers and internal teams.
Key Responsibilities
* Serve as the first escalation point for customer calls, providing expert support and guidance.
* Log, manage, and resolve faults and service requests via Remedy, achieving over 95% resolution at first touch.
* Work diligently within strict SLAs to ensure timely fault resolution.
* Maintain accurate and detailed shift handovers, ensuring all support tickets are current and comprehensive.
* Keep customers informed throughout the entire fault lifecycle, delivering clear and timely updates.
* Configure and troubleshoot a range of network devices including Cisco, Juniper, Adtran switches, routers, DSLAMs, modems, and other IT systems.
* Manage circuit faults across multiple technologies such as ADSL, SDSL, Ethernet, NGA, MPF, and SMPF.
* Liaise effectively with third-party engineers and suppliers to facilitate issue resolution.
* Support field engineers remotely with device configurations and link diagnostics.
* Monitor network health and performance using SolarWinds to proactively identify and resolve issues.
What We Are Looking For
* Proven experience working in IT Helpdesk or Network Operations Center (NOC) environments.
* Strong troubleshooting and problem-solving skills in IT and networking, with the ability to escalate appropriately.
* Solid background in enterprise network support, preferably holding CCNA certification or equivalent experience.
* Experience supporting Windows OS and server environments.
* Familiarity with working alongside third-party suppliers and managing escalations efficiently.
* Understanding of ITIL service management principles and strict SLA adherence.
* Exceptional attention to detail and ability to perform under pressure.
* Excellent communication and customer service skills, with a customer-first mindset.
* Eligible for Security Clearance.
* Ability to foster respectful, collaborative relationships and contribute openly to team success.
Join our team and be part of a dynamic environment where your technical expertise and dedication to customer service will directly impact our network reliability and customer satisfaction!