Network Centre Shift Engineer in Wales

Our client has an opportunity for a Network Operations Centre Engineer to join them on a contract for 12 months with possible extension. The responsibility of the NOC L2 Shift Service Engineer includes utilising people, process and tools from across the technical service disciplines and the service delivery area to support live service and the implementation of design change.

Role

• NOC Shift Service Engineer
• Location: Newport, fully onsite
• Hours: 12‑hour day/night shifts over a 4/5 day/night pattern, required to work on bank holidays including Christmas/New Year period
• Hourly Rate: £55 per hour via Umbrella, inside IR35
• Clearance: SC required on submission. DV preferred

Responsibilities

• Provide technical assistance and support to customers within the Customer Service Operation Centre.
• Provide an interface to other technical stakeholders within projects including On‑Site Engineers (OSE), Architects, other engineering disciplines and subcontractors.
• Respond to design changes, raised incidents and problems – performing analysis and planning while focusing on organising, delivering, monitoring and controlling elements within the reporting path and driving Continuous Service Improvements.
• Operate within the Service Desk escalation path, delivering multiple service elements, ensuring fluent communication and influencing decision‑making to achieve desired goals, managing expectations, perceptions and propagation of knowledge.
• Investigate issues, regularly functioning as the technical point of contact for the NOC on behalf of the wider community (customers and business partners) sometimes without direct support.
• Serve as the single point of contact for technical conference bridge calls, arranged to resolve incidents 24/7, acting as the NOC liaison with other technical groups from architects to 1st line support on 3rd‑party applications and hardware.
• Resolve service incidents, applying diagnosis, maintenance, change and configuration control attributes, passing to L3 engineers after exhausting all avenues or when escalation timescales dictate escalation to L3.
• Consistently perform and deliver outputs within the service contract time constraints (KPI’s & SLAs).
• Provide concise documentation to support the delivery of services.
• Champion attainment of industry‑standard and vendor‑specific certifications and complementary academic qualifications under Cisco and advanced networking topics.
• Act as a subject‑matter expert for specific technical areas or tools applicable to the project network.

Requirements Essential

• Knowledge in networking, with an understanding of other technologies such as Windows and ITSM ticketing tools.
• Strong communication skills within the department to provide confidence and direction to peers.
• Ability to communicate effectively – written and verbally – with stakeholders at all levels, from end‑users to project managers and architects, and to support and influence decision‑making in service management environments.
• Accountable for the performance of the technical and operational service elements that are delivered.
• Heightened awareness of security, including compliance with JSP 440 as part of everyday working.

Desirable

• CCNA Network Accreditation or knowledge and understanding of Cisco networks.

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