NOC Onsite Engineer

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.

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 log time for all work performed.
• Work within defined service level agreements (SLA) for different customers to ensure SLAs are met within thresholds.
• Own and manage 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.
• Optionally act as Technical Lead for defined Managed Service Customers.

What experience we think you’ll need:

• 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.
• 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).

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices.

Boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.

This role requires you to be based in close proximity of the client site who is based in Edinburgh. Are you comfortable with this?

The salary range for this role is £42,000 - £50,000. Does this meet your expectation?

Do you, or will you require any sponsorship to work? If successful are you willing to undergo Security Clearance to level BPSS? BPSS involves verification of identity; nationality and immigration status; employment history (past 3 years) and criminal record. We require all of our employees to be vetted due to the nature of our business. If you have any questions around this please get in touch. If you require any reasonable adjustments or support to attend interviews or throughout the process, please let us know.