Level 2 NOC Engineer

The Level 2 NOC Engineer is responsible for advanced troubleshooting and resolution of complex network and infrastructure issues escalated from Level 1 support. This role does not include routine monitoring or first-response duties, but instead focuses on deep technical analysis, root cause identification, and collaboration with engineering teams and vendors to resolve persistent or high-impact incidents. The position operates during standard business hours (e.g., Monday to Friday, 9am–6pm).

Key Responsibilities:

• Receive and own escalated tickets from Level 1 NOC or Service Desk teams, providing in-depth troubleshooting for network, server, and connectivity issues.
• Perform detailed diagnostics using logs, traces, and advanced tools to isolate faults across LAN, WAN, wireless, and security infrastructure.
• Liaise with vendors and internal engineering teams to resolve complex or persistent incidents, including hardware failures, configuration errors, and service degradations.
• Document all troubleshooting steps, findings, and resolutions in the ticketing system to support knowledge sharing and future incident prevention.
• Participate in root cause analysis (RCA) for major incidents, contributing to continuous improvement and problem management processes.
• Support field engineers and on-site teams with remote diagnostics and technical guidance as required.
• Maintain and update technical documentation, runbooks, and troubleshooting guides.
• Ensure all work complies with SLAs and internal quality standards.

• Strong experience in troubleshooting network devices (routers, switches, firewalls), server platforms, and enterprise Wi-Fi.
• Proficiency with diagnostic tools (e.g., Wireshark, traceroute, log analysis).
• Solid understanding of TCP/IP, routing protocols, VLANs, and authentication systems.
• Excellent analytical and communication skills, with the ability to explain technical issues to both technical and non-technical stakeholders.
• Typically requires 3+ years in a NOC or network support environment, with relevant certifications (e.g., CCNA, CompTIA Network+) preferred.

At Indigo, you'll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $ billion in 2020 to US $ billion by 2027. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK's top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the 'Investors in People' Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us.

At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we've partnered with some of the world's leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company's support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.