NOC Engineer

The Network Operations Centre (NOC) Engineer has three main roles:

· To ensure maximum possible service availability and performance.

· To provision customer equipment and new services.

· To provide support services for the service delivery (helpdesk) and project teams.

These result in a highly diverse range of duties for the NOC - our engineers are required to ensure they are fulfilled in a timely, co-operative and professional manner.

We interact frequently with technical support, service provisioning and sales teams so it's important that we are clear and concise in our communications. We also work very closely with the engineering team and as such need to develop a good all-round understanding of systems and networks. Diligence and attention to detail are also key skills along with an ability to multi-task and prioritise work appropriately.

We don't expect you to have all the required knowledge for this role when you start as many of these skills can be picked up through experience in the job, but those who do need to learn new skills must be prepared to spend time doing suitable research to ensure their grounding is thorough and properly understood. As your knowledge and confidence develop you may be asked to join our call-out rota providing 24x7 support of our core services.

Importantly, NOC engineers must have a solid understanding of Aztek's products, services and processes; they must be eager and quick to learn, be clear communicators and must be able to use their initiative to tackle a broad range of problems.

Responsibilities and tasks

· Manage and maintain Aztek’s monitoring systems (these report on the status and performance of Aztek’s internal network services, and client’s managed services and locations).

· Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).

· Provisioning (Teamviewer and Pulseway profile builds, leased lines network config, 3CX telephony provisioning including cloud and hardware, customer backup provisioning and deployment, and Bitdefender and Sophos endpoint provisioning).

· Server, workstation and laptop build and installs, application upgrades, network equipment build and installation. Maintaining hardware asset audits.

· Infrastructure maintenance and health housekeeping checks.

This includes proactive and reactive monitoring and management of both internal and client equipment (capacity, and performance metrics etc) via partner support portals e.g., Unifi, Pulseway, Draytek, Bitdefender, Sophos etc).

· Maintenance of WIKI and technical documentation (for the Service Delivery Team) of processes and procedures used throughout normal operations.

· Development of knowledge and skills in network and system administration, particularly regarding Aztek’s own architecture and platforms.

· Support for cloud hosted solutions, internet services and telephony services.

· Other routine activities, such as backing up and restoration of systems

· Disaster recovery activities, example; executing system failover scripts

· Participate in a 24x7 call-out rota if required.

Teamwork
· Support the team and clients with any unusual/high-level issues that arise.

· Escalating any unusual/high-level issues that arise to the Operations Manager.

Skills and attributes

· A minimum of 48 - 72 months experience in a Technical Support or similar role.

· Great communications skills, founded in being a good listener.

·Basic Linux CLI skills.

· Basic sysadmin skills.

· Work well in a busy team, being quick to learn and able to deal with a wide range of issues.

· Strong analytical skills and able to collate and interpret data from various sources.

· Ability to assess and prioritise faults and respond or escalate accordingly.

· A deep desire to deliver an amazing client experience.

· UK Driving Licence.

· The ability to speak both technical and human.

· The ability to keep up with and adapt to the fast-paced IT world.

Nice to have
· Experience using a ticketing system

· An ability to think and plan.

· Experience handling technical service tickets.

· Client experience certifications such as Helpdesk Habits etc.

· Experience working for a Managed Service Provider (MSP) or IT Support Business.

• Generous incentives for reaching team and company goals.
• Private healthcare.
• Your own home internet connection.
• A high-powered work device.
• Company mobile phone
• Company Apple watch
• A proactive approach to ongoing training to help you develop life-long skills.
• An easy-going environment and culture (we all enjoy what we do)