Network Security Specialist
3 days ago
We are seeking a highly skilled Network and Security Engineer to join our Services Team in the UK. As a key member of our team, you will play a pivotal role in ensuring the seamless operation of UK-based ISP and Enterprise networks.
Your primary responsibilities will include proactive monitoring, maintenance, and troubleshooting to deliver optimal performance and reliability. You will be integral to providing 24/7 coverage and support to our diverse customer base, playing a critical role in maintaining service availability, resolving incidents, and driving continuous improvement in network operations.
The ideal candidate should possess excellent communication skills, a strong desire for continuous learning and self-improvement, and the ability to demonstrate exceptional performance in the responsibilities outlined above.
Key Responsibilities:
- Network Monitoring & Incident Management:
- Monitor Nomios customer network infrastructures using various NOC tools
- Identify, troubleshoot, and resolve network issues affecting service availability, performance, and reliability
- Respond to alerts and notifications to ensure incidents are resolved promptly within defined SLAs
- Escalate unresolved issues to the appropriate technical teams, vendors, or third parties as needed
- Ticket Management:
- Manage and track incidents, problems, and change requests using the ticketing system
- Ensure all tickets are updated in a timely manner with relevant information, actions taken, and status changes
- Prioritise tickets based on severity and impact, ensuring that issues are escalated and resolved within SLA
- Collaborate with other teams to ensure that all tickets are handled effectively from creation to resolution
- Troubleshooting & Root Cause Analysis:
- Conduct initial diagnostics, network testing, and troubleshooting for any detected or reported incidents
- Perform root cause analysis for recurring network issues and recommend improvements or solutions
- Change Management & Maintenance:
- Participate in scheduled maintenance windows, supporting planned network changes and upgrades
- Ensure all changes adhere to the change management process and do not negatively impact service continuity
- Document all actions taken and communicate updates during maintenance activities
- Customer Support & Communication:
- Act as the first point of contact for customers, responding to their technical queries and requests
- Provide clear and professional communication with internal teams and external clients during incidents or outages
- Liaise with customer internal teams to gather and share relevant information for efficient incident resolution
- Service Improvement & Reporting:
- Provide daily, weekly, and monthly reports on network performance, incidents, and operational metrics
- Identify areas for service improvement, including automation opportunities and tool enhancements
- Work proactively to suggest network optimisations and infrastructure improvements
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