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# NOC 3rd Line Engineer

- **Company:** Fluidone
- **Location:** West Sussex, UK
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, VoIP, Business Software, Cloud Computing, Complex Networks, Cyber Security, Dynamic Host Configuration Protocol, Network Address Translation, Disaster Recovery, Domain Name System (DNS), Internetworking, Virtual Private Networks (VPN), Network Security, Routing, Network Administration, Cloud Services, Security Information and Event Management, TCP/IP, Virtual Local Area Networks, Software Vulnerability Management, Wide Area Networks, Network Access Control, Juniper, Information Technology, Network Support, Wireless Technologies, Fortinet, Cisco
- **Published:** October 22, 2026
- **Apply:** https://www.fluidone.com/careers/noc-3rd-line-engineer

## About the Role

Essential

 * CCNP, Fortinet NSE6, JNCIP or equivalent experience, with evidence of continued technical development in networking, network security, cyber security operations or managed services.
 * Proven experience in a senior NOC, network support, managed services or technical escalation role.
 * Strong understanding of routing, switching, TCP/IP, VLANs, NAT, VPNs, DNS, DHCP, firewalling, SD-WAN and managed network environments.
 * Experience investigating and troubleshooting complex network availability, performance and application issues.
 * Experience supporting incident escalation, problem investigation, root cause analysis, customer communication and post-incident documentation.
 * Strong written and verbal communication skills, with the ability to provide clear customer updates, technical explanations and internal guidance.
 * Ability to prioritise work in line with impact, urgency, service commitments and customer risk.
 * Experience using monitoring, security or ITSM platforms to manage incidents, alerts, service requests, changes and documentation.

Desirable

 * Experience with security technologies such as Fortinet, Cisco NGFW, Juniper SRX, ISE, SIEM or network access control platforms.
 * Experience with Meraki, wireless solutions, Cellular routers, VoIP solutions or service provider core network environments.
 * Understanding of vulnerability management and practical mitigation approaches.

## Description

The NOC 3rd Line Engineer provides senior operational and technical support across network and security services, ensuring complex customer issues, escalations and service-impacting risks are progressed effectively.

The role requires strong technical judgement, clear customer communication, effective mentoring and the ability to understand business impact, operational risk and customer environments.

Role Responsibilities:

 * Act as a senior escalation point for complex network and security incidents, service-impacting issues, changes, problem investigations and vulnerability-related activity.
 * Own incidents, escalations, enquiries, service requests and change requests through to resolution, ensuring prioritisation, customer updates and closure information are maintained in line with service commitments.
 * Receive and review CVEs, assess customer exposure and potential business impact, identify required mitigations, and support appropriate escalation where risk or suspected compromise is identified.
 * Maintain accurate ticket records, customer updates, closure notes, post-incident documentation, support guides and knowledge articles to the required standard.
 * Liaise with customers professionally throughout the lifecycle of incidents, service requests, changes and escalations, providing clear updates, managing expectations and ensuring communications reflect agreed service standards.
 * Mentor and support the development of 1st, 2nd and 3rd line engineers through coaching, knowledge transfer, incident reviews and guidance on technical troubleshooting, escalation quality and operational best practice.
 * Identify recurring issues, process gaps and opportunities for automation or service improvement, working with the NOC Duty Managers, Technical SecOps Engineers, Project and Network Engineering teams to improve operational efficiency, customer experience and service resilience.
 * Support the transition of new customer services into BAU by reviewing monitoring, documentation, support boundaries, escalation routes and operational readiness before accepting solutions into support.
 * Carry out operational tasks in line with agreed procedures, KPIs, OLAs, SLAs, security requirements and data protection obligations.