Network Operations Centre Level 3 Engineer

Network Operations Centre (NOC) Level 3 Engineer

Job Profile

The NOC L3 Service Engineer role is accountable for providing technical assistance and instructional documentation to other Groups within Clients Service Operations as well as to the 2nd line network engineers within the NOC, providing an interface to other technical stakeholders within customer’s business. Single point of contact for technical conference bridge calls, which are arranged to resolve major incidents 24/7.

Job Summary

• Provide the lead technical role in resolving service incidents, applying diagnosis, maintenance, change and configuration control attributes to bring about a resolution.
• Consistently perform and deliver outputs within the service contract time constraints (KPI’s & SLA’s).
• Drive efficiency into technical delivery as a key influence and author of departmental and inter departmental process.
• Provide concise documentation to support and train the team.
• Participate in the ‘on call’ function as required by the service contract and company needs.
• Handling complex Network Operations technical support issues.
• Day-to-day Technical Operation activities (network migrations, design changes, infrastructure updates and firmware updates).
• Troubleshoots network issues and develops appropriate solutions, resources, and deployment process.
• Crisis management and communication on network health and status to assigned customers, as well as restoration of service.
• Provide after-hours support when required for maintenance windows or responding to outages.
• Work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the network infrastructure.
• Manage a ticket queue independently, using solid judgment when efforts are exhausted, and escalate when necessary.
• Perform network maintenance and system upgrades including firmware, patches, hotfixes, and security configurations.

Qualifications, Knowledge and Experience:

• Experience of working with a remote monitoring and management (RMM) platform
• Experience of working for an IT Managed Service Provider (MSP)
• Experience supporting desktop editions of Windows and Server Administration
• Competent with a range of security products including antivirus and firewall technologies
• Experience of troubleshooting server hardware

Desirable:

• Working experience/knowledge of ConnectWise Manage (PSA)
• Working experience/knowledge of an MSP-centric RMM product, ideally Datto RMM/Autotask AEM/CentraStage
• ITIL Foundation
• Sophos SG/XG / Sentinel One
• Azure Active Directory

Skills, Abilities and Competencies

• Excellent customer service skills
• Problem-solving skills
• Ability to work effectively independently and as a team player
• Ability to work to deadlines and project scopes
• Ability to multi-task
• Willingness to learn and innovate
• Ability to prioritise and to manage time effectively
• Excellent verbal and written communication skills
• Willingness to work on occasional outside normal working hours
• Strong documentation skills, including ticket updates/resolutions
• Excellent attention to detail and highly organized