1st Line NOC Engineer in London

This role will initially be fully remote until we get the office in Leeds up and running.

Shift Patterns: We have 2 shift patterns that we are recruiting for:

• Day Role – Core Working Hours from 07:00 to 19:00, 8.5 Hour Shifts across three start times
• 24/7 Role – 12 hour shifts from 07:00 to 19:00, 19:00 to 07:00, 4 days on 4 days off, these roles also receive additional shift allowance

Role Description: Your role is to support, optimize, and maintain customer environments with a focus on Networking Technologies such as ISP, SD-WAN, LAN, WAPs and Security Endpoints. This includes responsibility for ensuring secure, reliable, and high-performance network infrastructure across our customer environments. You are responsible for managing BAU/Break Fix activities, triaging and troubleshooting network issues and escalating to the appropriate specialists, 2nd line teams, vendors or suppliers as required. The role also involves implementing and maintaining best practices for Security Endpoint Technologies including but not limited to, Fortinet products, SD-WAN, MPLS and Router vendors such as Cisco and Juniper, as well as LAN technologies such as Cisco Meraki and Alcatel Cirrus. You will handle incidents and service requests via our ServiceNow case management platform and emails, ensuring prompt and effective resolution while maintaining clear, effective communication with stakeholders and customers through the case system, live chat and over the phone. A strong focus on customer excellence is expected, as you will collaborate with internal teams and clients to optimize networking break/fix, performance, security, and scalability, delivering high-quality solutions that exceed expectations. The NOC consists of two team specialisms, our Connect products dealing with traditional telecoms connectivity products, and our Secure products, focussed more on secure networking solutions.

Key Responsibilities:

• Work as part of a team
• Support the team in reaching its KPI’s and objectives, ensuring to work collaboratively to meet targets.
• Demonstrate technical capability, desire to progress and share knowledge.
• Engage with tools, peers and mentors to progress your working knowledge.
• Own and prioritise tasks each day to support the day-to-day operations.
• Contribute to discussions which impact our ways of working.
• Raise concerns when you spot process gaps, so the wider business can work on identifying and resolving said gaps.
• Engage in the 1-2-1 process to drive behavioural, technical and process excellence.
• Communicate clearly with your team and leadership should assistance be required, whether that be related to an investigation or something which impacts your day to day working.
• Collaborate and share knowledge to improve the team's wider capability, utilising a knowledge base, and documenting when there are gaps.
• Act as a point of support for peers.
• Ensure minimum expected triage is completed and documented prior to escalating to senior teams.
• Actively prioritising, managing and maintaining support cases:

• By ensuring they are regularly updated in-line with contractual SLAs or OLAs.
• Keeping the Customer informed and updated with the progression of their issue.
• Ensuring all investigative work is documented in tickets you are working on, in a clear and storied way.
• Being accountable for collecting updates from resolver teams to see the issue through to resolution.
• Following escalation paths for our Service Partners and documenting this within the tickets.
• Setting clear details in all communications, setting expectations, providing detailed actions completed and ensuring clear understanding of customer requirements when additional information is needed.

• Monitor, troubleshoot, and resolve network-related issues detected via LogicMonitor and other monitoring tools, collaborating with internal teams to ensure timely resolution and minimal impact on customer operations.
• Handle customer service requests related to networking, ranging from break/fix configuration changes (e.g., firewall rule adjustments, DHCP Scope Alterations) to physical device diagnostics and replacement.
• Proactively identify opportunities to optimize and maintain customer network environments, aligning with best practices.

• Actively identify opportunities to improve across systems and processes, contributing to our knowledge base platform and training register.
• Utilise team skills matrix to identify progression opportunities and achieve required industry qualifications.
• Feedback to leaders with ideas to improve efficiencies, capabilities and customer experience.

Skills, Knowledge and Expertise:

• Understanding of networking fundamentals (OSI model, TCP/IP, DNS, DHCP, VLANs, routing, switching).
• Familiarity with network monitoring tools and ticketing systems (e.g., ServiceNow and LogicMonitor).
• Strong troubleshooting and problem-solving skills.
• Ability to communicate clearly and professionally with customers.

Benefits: At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business! In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes: 25 days’ holiday (excluding...