NOC Engineer

ARO Technology; Cardiff; Remote; GBP 32,000 - 36,000; Full time

Job summary

A leading IT service provider is seeking a NOC Engineer for a home-based role in the UK. The candidate will manage and support customer network infrastructures. Key responsibilities include proactive monitoring, escalation management, and customer interaction, with essential qualifications including CCNA and experience in IT networking support. The role offers competitive salary and benefits in a positive workplace culture.

Benefits

Company Pension Scheme

Private Medical insurance

25 days holiday plus bank holidays

Hybrid working

Health Club and Wellbeing Scheme

Qualifications

• Experience working in an IT networking support role.
• A track record of excellent customer service.
• Ability to meet strict SLAs.
• Knowledge of firewall support and configuration.

Responsibilities

• Assist customers with questions regarding network infrastructures.
• Be the main point of contact for network issue escalations.
• Ensure proactive monitoring of customer network infrastructures.
• Produce and maintain network documentation.

Skills

Experience in IT networking support

Excellent customer service

SLA management exposure

Fast-paced environment

Valid UK driving license

CCNA qualification

Support and configuration of firewalls

Understanding of cabling technologies

Education

CCNA qualification or equivalent experience

Tools

Ticket Management applications

Job description

Job Title

NOC Engineer (24/7 shifts)

Location

Home (UK)

Salary

£32,000 - £36,000 + 20% shift allowance

Contract type

Permanent

About the Role

We have an exciting opportunity to join our NOC team here at ARO. Working from home, you will be a part of a 4 on 4 off rota, working 12 hour shifts between 7am and 7pm and 7pm and 7am. This position sits on the ARO Services Team of the Cloud, Cyber, and IT (CCIT) Business Unit, reporting to the NOC Team Lead. The ARO Services function oversees both Professional and Managed Services across all technical domains. ARO NOC Engineers are responsible for the efficient and reliable support of our Customer's critical network infrastructure, through responding to alerts, proactive monitoring, network troubleshooting and Incident resolution to ensure maximum possible service availability and performance. Also responsible for Network changes, patching and maintenance. They are the primary point of contact at Arrow for Network Operation Centre queries from 3rd parties, internal escalations from the service desk, and other company stakeholders.

What You'll Do

• Be responsible for assisting the customer with their questions about supported network infrastructures and platforms to the best of their ability, in a customer facing, professional and courteous manner
• Be the main point of contact for escalation for multi-user network issues and escalations from Service Desk Analysts where they've not been able to resolve an issue
• Responsible for queue and time management
• Responsible for proactive monitoring and remediation of customer network infrastructures. Establish clear escalation paths for all network-related queries. Creation of action plans with communication to clients for problem tickets
• Assisting project delivery engineers with design and remote implementation of network projects
• Produce and update documentation and network diagrams
• Technical research using a variety of manuals and resources including the internet and internal knowledge base
• Log information in tickets to accurately reflect calls received, where required and maintain detailed and accurate records
• Interpret instructions, issues arising, and implement actions according to administrative policies and procedures
• Communicate and liaise verbally and in writing between customers / suppliers / visitors / enquirers and relevant staff, respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions
• Establish and maintain effective working relationships with co-workers, supervisors and customers
• Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willing to learn as they progress in the position and as faced with new questions and situations
• Keeping abreast of current IT and solution trends, technologies, system information, problems, changes and updates relevant to Arrow's user community
• Travelling to customer sites may be required

Requirements

Essential

• Experience of working in an IT networking support role within a professional service delivery or corporate environment
• Experience of delivering excellent customer service
• Experience of working to strict SLAs and exposure to SLA management
• Experience of working in a fast paced environment
• Full UK driving license and access to own car
• Able and happy to complete an enhanced DBS check
• CCNA qualification minimum or equivalent demonstrable experience
• Firewalls - Support and configuration
• Understanding of fibre / copper cabling, constraints, technologies, grades, distances, applications
• Switching - support and configuration of: L2, STP, MSTP, RSTP, PVST, 802.3ad, 802.3aq, 802.1x
• Ether channelling, Port Channels
• Routing - support and configuration of HSRP / VRRP / IPv4 / IPv6 / OSPF
• Understanding of Port numbers, SNMP, DNS, DHCP
• Wireless infrastructure, Controllers, Aps
• Experience of Ticket Management applications

Desirable

• An understanding and appreciation of Windows Server, Virtualisation and Storage technologies
• Previous experience of Cloud Networking (Azure, AWS)
• Previous experience of network automation highly desirable
• Previous experience of Network Management Systems (Logic Monitor especially)
• Previous experience of Aruba Wi‑Fi, Switching and ClearPass products,
• Dell Networking, SonicWall and FortiGate experience highly desirable

Benefits

Who are we?

Aro has 25 years' experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK. As one of the UK's leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight's Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for Aro?

At Aro we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Aro a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Aro Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.