NOC Analyst

We are recruiting for a NOC Analyst role. The primary role on the Network Operations Centre team is to support CAE customers with Incident, service requests and change management as a 1st line resource. It requires someone who is able to take an incident or service request from start to finish. This role will be on a 24/7 shift pattern.

This role requires strong skills across routing, switching, datacentre and security. With a good understanding of, wireless and collaboration to supplement this. Ideally, we need a candidate who has multi-vendor skills such as, Cisco, Palo-Alto, and Meraki.

The main duties and responsibilities of the role shall include:

Supporting Customers

  • Responding to support incidents raised via web portal, email or the phone.
  • Updating tickets in an organised an efficient manner
  • Working within defined service level agreements (SLA) for different customers to ensure SLAs are met within thresholds.
  • Documentation of customer systems where required.

Technical Responsibilities

  • Commitment to improve professional and technical knowledge
  • Assist in the development of Internal systems and process to improve the support operations.
  • Undertake professional accreditations as required by the company as required.
  • Possible participation in an on-call rota for escalation from service desk / NOC.
  • Potential for being a Managed Service Technical Team Leader, responsible for owning managed service customers technically to ensure a holistic view and search for CSI opportunities throughout.

Skills/Competencies:

As a 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, handle high volumes of work and run multiple work streams.

In addition to this you must:

  • Be able to 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
  • Have a keen eye for detail and observational skills
  • Be able to work to deadlines
  • Be confident and approachable

 

Knowledge & Experience

Required

 

  • Cisco Routers and Switching configuration and troubleshooting.
  • Knowledge or awareness of the following technical areas: Security, Wireless & Collaboration.
  • Experience managing, supporting and deploying network infrastructures
  • Strong ability to diagnose network alerts, events or issues
  • Excellent time management and organizational skills, and ability to handle multiple concurrent tickets with minimal supervision
  • Good oral and written communication skills, and ability to address conflict with others constructively
  • Experience with handling Major Incidents.
  • Ability to work a flexible schedule

Desired

  • Experience of working within an MSP or reseller will be valuable, but not essential if you are looking for a challenge.
  • CCNA Certification.
  • Cisco Wireless configuration and troubleshooting – Desired minimum CCNA Wireless or suitable industry experience
  • Cisco Collaboration configuration and troubleshooting – Desired minimum CCNA Voice or suitable industry experience
  • ITIL process experience
  • Hands-on Palo Alto experience
  • Cisco Security configuration and troubleshooting, including, strong knowledge of Cisco ASA.
  • Cisco Security configuration and troubleshooting, including, strong knowledge of Cisco Firepower.

Qualifications & Training

Desired

  • CCNA Routing & Switching
  • CCNA Collaboration
  • CCNA Security
  • PCNSE
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Chloe Bevan
Chloe.Bevan@caeuk.com