Tier 1 NOC Engineer

Indigo; Newcastle upon Tyne; On-site; GBP 24,000 - 32,000; Full time

Job summary

Indigo is seeking a Tier 1 NOC Engineer to be the front line of our Network Operations Centre in Newcastle. You will monitor alarms, manage incidents and service requests, and coordinate technical resources to ensure issues are progressed within SLAs.

You will work in a 24x7x365 environment with rotating day/night shifts, weekends and bank holidays. This role suits someone customer-focused, organized, and eager to build a career in network operations within a supportive team.

Qualifications

• Degree in Computer Science, Information Technology, Telecommunications, Engineering or equivalent.
• Strong communication and customer service skills for professional interactions.
• Excellent attention to detail with ability to prioritise, multitask and document accurately.
• Logical and analytical problem solving abilities.
• Interest in networking and technology with a willingness to learn.
• Self-motivated, reliable and accountable with proactive work approach.
• Good PC literacy including Microsoft Office applications.
• Experience in a Service Desk, NOC, IT Support or customer-facing environment.
• Familiarity with ticketing or ITSM systems and SLA-driven work.
• Understanding of TCP/IP, routing, switching or DWDM.

Responsibilities

• Monitor and manage network, system and site alarms, perform initial diagnosis and escalate as needed.
• Handle customer contacts, incidents, service requests and access requests through to resolution.
• Coordinate internal teams, suppliers and field engineers to restore service and meet SLAs.
• Identify and elevate service-impacting incidents, keeping stakeholders informed throughout the ticket lifecycle.
• Maintain records, documentation and knowledge articles, supporting shift handovers and improvements.
• Adhere to NOC procedures and safety requirements, taking on additional duties as required.

Skills

Communication

Attention to detail

Problem solving

Networking basics

Time management

Customer service

Ticketing/ITSM

Service Desk/NOC experience

Education

Degree in CS/IT/Telecom/Engineering

Job description

Indigo is a strategic operational partner for critical digital infrastructure. We help customers design, deploy, support and scale the infrastructure their businesses rely on, giving them greater control, consistency and confidence. Our teams work across subsea, terrestrial, wireless, data centre and NOC environments, bringing specialist expertise, 24/7 support, field services and managed services together under one accountable model.

Being part of Indigo means working in a business where operational excellence, customer trust and doing things properly matter. We support customers in complex, performance‑critical environments, helping them reduce risk, protect performance and deliver with confidence. Our people are central to that mission, bringing the skill, responsiveness and accountability needed to support the next generation of digital infrastructure. As an Investors in People Gold accredited employer, we're committed to investing in the growth and development of our people.

This is a 2 year programme, during which you will receive on the job technical and soft skills training, as well as mentoring and coaching with 6 monthly salary reviews.

About the Role

As a Tier 1 NOC Engineer, you'll be the front line of Indigo's Network Operations Centre, providing support to customers and stakeholders in a fast‑paced 24x7 environment. You'll monitor alarms, manage incidents and service requests, coordinate technical resources, and ensure service‑affecting issues are progressed through to resolution within agreed SLAs.

Working closely with customers, suppliers, service partners, field engineers and internal technical teams, you'll help maintain service performance, deliver timely communications and support a high standard of operational excellence.

Based at our Newcastle office, operating within a 24x7x365 environment, you'll work a rotating shift pattern that will include days, nights, weekends and bank holidays. This role is ideal for someone who is customer‑focused, organised and looking to build a career in network operations within a structured and supportive environment.

What You'll Do

• Monitor and manage network, system, and site alarms, performing initial diagnosis, troubleshooting, and escalation as required.
• Handle customer contacts, incidents, service requests and access requests, taking ownership through to resolution and ensuring timely updates and follow‑up actions.
• Coordinate internal teams, suppliers, service partners and field engineers to restore service, resolve issues and meet SLA commitments.
• Identify and elevate service‑impacting incidents and risks, ensuring stakeholders are kept informed through clear and timely communication throughout the ticket lifecycle.
• Maintain accurate records, documentation and knowledge articles, contributing to operational improvements and effective shift handovers across the 24x7 operation.
• Adhere to NOC procedures, operational standards, KPIs and Health & Safety requirements, undertaking additional duties as required.

What We're Looking For

• Degree in Computer Science, Information Technology, Telecommunications, Engineering or a related discipline, OR equivalent relevant industry experience.
• Strong communication and customer service skills, with the ability to build positive relationships and remain professional in time‑sensitive situations.
• Strong attention to detail, with the ability to prioritise workloads, manage multiple tasks, and maintain accurate documentation.
• Logical and analytical problem‑solving skills.
• Interest in networking, telecommunications, and technology, with a willingness to learn and develop technical skills.
• Self‑motivated, reliable, and accountable, with a proactive approach to work.
• Good PC literacy, including Microsoft Office applications.
• Experience within a Service Desk, Help Desk, NOC, IT Support, Telecommunications or customer‑facing support environment.
• Exposure to ticketing or IT service management systems and working within SLA‑driven environments.
• Understanding of networking fundamentals such as TCP/IP, routing, switching, or DWDM.

At Indigo, we believe our greatest strength is our people. We’re committed to creating an inclusive environment where everyone feels valued, respected and able to do their best work. We welcome applications from candidates of all backgrounds and make employment decisions based on skills, experience and potential. If you need any reasonable adjustments during the recruitment process, we’re here to support you. Candidates must have full and unrestricted rights to work in the UK. We are unable to provide visa sponsorship for this role.