NOC 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.

Your Mission

Your primary role within the NOC is to deliver a world class customer service and to support our customers through CAE's Incident, Change, Event, and Service Fulfilment Management processes. In addition to supporting our customers, as a 2nd line network resource, a commitment to personal development and that of the 1st line network resources is also required. 2nd line network resources are targeted to fix at line, and only escalating where specialist technical resource or processes are required. Potential travel to Managed Service customers sites will be part of this role, building a relationship with the customers while assisting and resolving incidents for the service. You will be required to manage multiple workstreams simultaneously meaning clear communication, meticulous timekeeping, and time logging skills are required in addition to a high level of technical knowledge. This role requires strong skills across a range of technologies, including routing and switching, security and wireless.

What You’ll Be Doing

• Assist 1st line 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 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.
• Act as Technical Lead for defined Managed Service Customers.
• Adapt your communication style to the audience you are presented with.
• Demonstrate the ability to build cross-departmental relationships (sales, managed services).
• Be passionate about the technology that you support.
• Support NOC colleagues, across all lines, to assist in building a positive team culture and environment of transparent knowledge sharing.
• Have a keen eye for detail and observational skills.
• Be able to work to deadlines.
• Be confident and approachable.

What experience we think you’ll need

As the 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:

• Configuration and troubleshooting experience of other Cisco related Security products, specifically ASA, ISE, FirePower and Umbrella (Threat and User Protection Suites) & CCNP Security.
• Fortinet Firewalls and Management Applications (FCP desirable).
• Cisco Meraki configuration and troubleshooting.
• ITIL/Change management or similar process experience.
• Desirable - CCNP Routing and Switching.
• 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.