NOC Operations Team (2nd Line)

- Providing a high level of support and advice to the 3rd line (on-site) support and account team;
- Involved with small to medium sized project work with supervision from implementation team. (Includes MSCs Planned work requiring assistance from the NOC);
- Mentor to junior engineers of the team, as well as training and coaching all team members.
- Takes ownership of incidents and progresses them through to resolution;
- Takes escalations from junior engineers and ensures all high severity incidents are escalated to the IM (Incident Management Team);
- Investigate service improvements and make recommendations based on investigations and experience;
- Able to work in a team or on their own with little or no supervision;
- Produce and present service reports using tools available, e.g. E-Health;
- Perform known, existing implementation solutions, return to baseline configuration of routers and switches if and when required;
- Takes ownership of more complex issues than at Junior Engineer level;
- Escalates to Team Leader, NOC Manager and/or SDM where required;
- Stands in for team leader when needed;
- Well established, self-sufficient team member;
- Takes escalations from SDM and Junior Engineers;
- 3rd party management where technical dialogue is required with 3rd party engineers;
- Detailed analysis of logs and other output from network devices;
- Packet capture analysis;
- Provide feedback for AiS;
Take ownership of the NOC Team Leaders/Escalation mobile and respond to all escalations accordingly;

Key Accountabilities

• Technical Capability. Works within a team supporting end users with technical queries relating to several products/systems;
• Business Awareness. Develops an understanding of the customers’ environment and service delivery requirements to enable the delivery of the service;
• Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries;
• Problem Solving. Takes ownership for listening to and understanding the customer’s problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner;
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis;
• Team Working Is a key team member, demonstrating personal leadership and initiative resolving issues and supporting other team members;
• Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

Skills Mandatory
1 to 2 years commercial networking experience;
Cisco CCNA or CCNP;
- In depth working knowledge of networking technologies, i.e. LAN, WAN, TCP/IP, routing, switching and subnet addressing;
- Good working knowledge of networking hardware, especially from the Cisco Catalyst family, i.e. Cisco 29xx, 35xx, 37xx, 38xx Cisco 26xx routers, 6500 switches, Cisco Nexus family;
- A knowledge of Brocade products (access, distribution and core);
- WLAN experience is essential;
- WLAN Controller;
- Access Points;
- Experience of small and medium changes to network infrastructure – IMAC;

- Working knowledge of Legacy technologies;
- Avaya switching;
- Hirschman switching and routing;
- Siemens switching and routing;
- Nortel Passport Technology;
- Experience with network monitoring and troubleshooting tools, e.g. CA Spectrum and E-Health;

Skills Useful
- German Language Skills;
- Previous experience of network design;
- ITIL Foundation or knowledge of ITIL processes;
- Understanding of network security;
- Firewall Principles;
- Some hands on experience;
- Continuous Improvement;
- Bluecoat Technologies;
- DDI – Infoblox;
- IPAM;
- DNS;
- DHCP

Contract with the company;
Competitive salary;
Opportunity to join an expanding company