NOC Engineer / 3rd Line Support Analyst (AWDO-P12873) in Colgate)

3rd Line Network Operations Engineer with previous helpdesk service experience, a strong understanding of Routing and Switching and managing network monitoring systems such as Solarwinds, is required for well-established Cloud Solutions Provider based in Colgate, Horsham, West Sussex.

SALARY: Competitive + Benefits

LOCATION: Hybrid role, working partly from the office in Colgate, Horsham, West Sussex (RH13) and partly from home

JOB TYPE: Full-Time

WORKING HOURS: 37 hours per week, Monday to Friday - Hours to cover shifts between 0700 and 1900, with on call arrangements.

JOB OVERVIEW

We have a fantastic new job opportunity for a 3rd Line Network Operations Engineer with previous helpdesk service experience, a strong understanding of Routing and Switching and managing network monitoring systems such as Solarwinds.

As the 3rd Line Network Operations Engineer, you will be required to remotely manage and monitor global client networks. You will provide an enhanced level of escalation, from 1st and 2nd line engineers, for complex incidents.

Working as the 3rd Line Network Operations Engineer you will build client relationships and manage customers’ expectations in a professional manner, by gaining an understanding of the complex IT environment of customers and their inherent business demands. You will own customer complex issues through to resolution.

DUTIES

Your duties as 3rd Line Network Operations Engineer will include:

1. Provide technical support for incoming customer support queries and escalations from 1st/2nd Line NOC Engineers
2. Take ownership and effectively manage through to resolution high-level escalation Incidents, Problem Tickets and Major Incidents
3. Mentor and aid in the development of 2nd / 3rd line engineers through knowledge transfer
4. Receiving and owning issues; enquiries and change requests for support from clients and prioritise accordingly
5. Receive and review CVEs; assess scope of impact and mitigation plan
6. Performing a highly proactive role in monitoring and maintaining systems
7. Investigating and troubleshooting network availability and application problems
8. Utilise prescribed software and tools to manage the progress of a fault/incident from inception/alert through to successful resolution and closure
9. Develop, conduct, and promote proactive procedures to improve the availability and support of network environment
10. Ensuring Incident Management procedures are followed
11. Accurate and relevant logging of all customer requests and incidents
12. Analyse and rectify complex faults on the network to meet defined service levels
13. Support network investigation/performance routines to ensure network availability
14. Liaison with 3rd parties, customers and site providers to ensure completion of tasks

Core Network Operations

1. Perform support tasks for the business to provide network availability
2. Perform complex configuration changes to increase network coverage
3. Perform administration tasks for various applications
4. Processing / coordinating service requests (moves, adds & changes)
5. Work closely with the Project Management and Network Engineering Teams to onboard customer solutions into support
6. Field engineering duties when required and relevant within the role
7. Monitoring core equipment for faults and performance issues
8. Performing core network maintenance tasks as required and relevant within the role

CANDIDATE REQUIREMENTS

1. Previous helpdesk service experience required
2. Cisco and Juniper qualification required, minimum CCNP & JNCIS
3. Strong understanding of Routing and Switching (e.g. BGP, OSPF, EIGRP, L3VPN, L2VPN and VPLS technologies)
4. Previous experience working on a Service Provider core network preferable
5. Experience with Security products (e.g. Cisco NGFW, Fortinet, Juniper SRX, ISE)
6. Experience with Meraki
7. Experience with 3G/4G Routers
8. Previous experience wireless solutions
9. Previous experience supporting VOIP solutions
10. Understanding of CVEs and how to assess the scope of impact
11. Experience working with CWDM/DWDM technologies
12. Experience managing network monitoring systems such as Solarwinds
13. Must have excellent communication skills, both written and verbal
14. Must have a very strong enthusiasm for IT and computing

Benefits after probationary period

1. Employee Assistance programme (EAP)
2. Life assurance (3 x salary)
3. Sodexo Discount Platform
4. Breakfast and refreshments on working days
5. Pension contribution - 5% company contribution
6. Generous Holiday Entitlement
7. One day off for Birthday
8. Half price internet connectivity
9. Ride2Work scheme
10. Department incentives
11. Volunteer day scheme

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P12873