Technical Support Engineer

6 days ago

Bracknell, Bracknell Forest, United Kingdom Lorien Full time

Job Title: NOC Engineer

Job Summary:

Lorien is seeking a skilled NOC Engineer to join their team on a 3-6 month contract. As the first point of contact for operational and technical issues related to the network, you will drive resolution through completion.

Key Responsibilities:

  • Provide timely and effective triage and analysis of network incidents
  • Resolve basic network incidents and requests in a timely manner
  • End-to-end incident management, bringing in additional skilled resources as required to ensure prompt resolution
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate 3rd parties
  • Take ownership of issues reported and see problems through to resolution, ensuring minimal disruption to business operations
  • Provide regular updates to stakeholders or incident manager during incidents, ensuring transparency and effective communication
  • Leverage network management systems (NMS) to understand issues and pinpoint where the problem likely is and the impact it is causing
  • Liaise with local contacts and service providers as needed to resolve site connectivity, hardware, service issues; hold providers accountable to SLAs
  • Proactively identify, engage, and act on situations where network performance could be improved
  • Collaborate with L2 Operations & Engineering teams and 3rd party carriers to ensure seamless network operations
  • Assist with ongoing maintenance of inventory information and updates of our internal Knowledge Base systems
  • Fulfillment of DHCP & DNS requests in a timely and efficient manner
  • Ensure all issues are properly logged and updated accordingly, maintaining accurate records of network incidents

Requirements:

  • Demonstrated basic network troubleshooting skills, including pings, traceroutes, etc.
  • Basic understanding of the TCP/IP protocol suite (protocols, ports, etc)
  • Ability to prioritize incidents, escalate to service owners or third-party providers, manage stakeholders, and minimize disruption on business or IT operations in a short time frame
  • Excellent analytical and troubleshooting skills, with a focus on resolving complex network issues
  • Basic understanding of ITIL and its principles, including event, incident, problem, and change management
  • Organizational skills to manage multiple priorities at one time while meeting deadlines
  • Experience working with customers remotely and over the phone to assist with network troubleshooting

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