NOC Onsite Engineer

Your Mission You will deliver world class customer service within the Network Operations Center (NOC) while supporting customers through Incidents, Changes, Events, and Service Fulfilment Management processes. As a 2nd line network resource, you'll take ownership of resolving issues at your level, escalating only when specialist expertise or processes are required. This role involves travel to Managed Service customer sites based in Edinburgh to build strong relationships and assist with incident resolution. Success requires managing multiple workstreams simultaneously, demonstrating clear communication, meticulous timekeeping and accurate time logging, alongside strong technical knowledge across routing and switching, security, and wireless technologies. What you'll be doing

• As a 2nd line engineer, you will assist 1st line support engineers through both proactive and reactive escalations
• Update tickets in an organised, efficient and detailed manner and logging time for all work performed
• Work within defined service level agreements (SLA) for different customers to ensure SLAs are met within thresholds
• Own and managing tickets for Incidents, Problems, Changes and others for Managed customers and non-managed devices
• Escalate tickets to 3rd line where appropriate following a defined escalation process
• Maintain documentation of Managed Service Customers
• Required to act as Technical Lead for defined Managed Service Customers

As a 2nd line NOC Engineer you will need to be outgoing, highly organised, disciplined and adaptable with excellent communication skills. You must be willing to get stuck in with day-to-day operational tasks and run multiple work streams. Including these people skills, your technical requirements will also include:

• Cisco Routers and Switching configuration and troubleshooting (CCNP Certification or suitable industry experience)
• Cisco Security configuration and troubleshooting (CCNA Security or suitable industry experience)
• Cisco Wireless configuration and troubleshooting (Experience in Cisco and Meraki)
• ITIL/Change management or similar process experience
• Desirable - Configuration and troubleshooting experience of other Cisco related Security products, specifically ASA, ISE, FirePower and Umbrella
• Desirable - Configuration and troubleshooting of Cisco Data Centre products
• Desirable - Palo Alto Security configuration and troubleshooting - (PCNSE Certification or suitable industry experience)

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