3rd Line NOC Engineer

Recooty; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

Join a forward-thinking company as a 3rd Line Support Engineer, where you'll play a vital role in ensuring top-tier service for partners. This position offers the opportunity to work with cutting-edge technology in a collaborative environment, focusing on network incident management and resolution. You'll engage with partners, manage cases in SalesForce, and utilize your expertise in telecommunications to drive successful outcomes. If you're passionate about technology and eager to make an impact, this role is perfect for you!

Qualifications

• Strong background in telecommunications with relevant certifications.
• Experience with network troubleshooting and fault finding.

Responsibilities

• Monitor and repair network incidents, providing support for 2nd line engineers.
• Manage case queues in SalesForce for faults and change requests.

Skills

Telecommunications knowledge

Juniper EX/SRX/MX experience

Cisco chassis experience

OSI model knowledge

OSPF and BGP knowledge

Layer two protocols knowledge

Fortinet Fortigate experience

Packet capture and interpretation

Education

Cisco accreditation (CCNP)

Juniper accreditation (JNCIS)

Tools

SalesForce

Job description

Job Responsibilities

Here at Virtual1, our mission is to be the obvious choice for business connectivity in the UK. We do this as a team by creating world-class, cutting-edge infrastructure. At the heart of Virtual1 are our people, who we consider family. We acknowledge our success is driven by our people, and continually strive to be the best company to work for.

We are looking for a 3rd Line Support Engineer to join our growing team and provide fantastic service to our partners.

What you will be responsible for:

• Monitoring and repairing network incidents and providing higher level support for the 2nd line engineer desk and other network services to Virtual1 Partners as required.
• Managing case queues within the SalesForce system for faults and change requests.
• Engaging with Partners when logging, progressing, or updating cases as appropriate via telephone, email, and SalesForce.
• Refer faults to carriers and suppliers and chase effectively to ensure a satisfactory outcome in the shortest timescale possible.

Additional Responsibilities

• As the 3rd Line Support Engineer, you will need to work with carrier partners and suppliers to define efficient methods for identifying and resolving incidents over the services Virtual1 takes from them.
• Ownership of all related SalesForce queues.

Skills Required

• Strong background in Telecommunications environment.
• Ability to demonstrate experience with Juniper EX/SRX/MX and Cisco chassis.
• Confident in the levels of the OSI model and how it relates to fault finding.
• Strong knowledge in OSPF and BGP in an ISP environment.
• Strong knowledge in layer two protocols (VPLS, 802.1ad, STP, CCC).
• Experience with Fortinet Fortigate chassis.
• Proficient in packet capture and interpretation.

Essential criteria:

• Cisco or Juniper accreditation to at least CCNP or JNCIS level.