NOC Engineer

As a Tier II NOC Engineer , you will be the key escalation point for complex network issues, delivering exceptional customer service while planning and implementing advanced technical solutions. With a strong focus on training, mentorship, and hands-on development, this role is ideal for someone passionate about networking, problem-solving, and accelerating their technical career. Key Responsibilities Act as the initial technical escalation point within NOC, resolving complex and non-standard issues that cannot be resolved by lower technical tiers Act as a key technical authority for Change Requests and Technical Validations, ensuring all changes meet ITVET’s technical standards, are appropriately risk-assessed, and are fit for purpose before implementation Take ownership of major incidents, driving investigation, resolution, communication and root-cause analysis to a high professional standard Provide technical guidance, mentoring, and support to your junior NOC colleagues Maintain exceptional customer service standards, particularly in high-pressure or business-critical situations Identify recurring issues and contribute to problem management, root cause analysis, and long-term fixes Contribute to the improvement of processes, documentation, standards, and technical quality across the Service Desk Represent ITVET’s values, professionalism, and technical excellence in all client interactions Skills, Knowledge and Expertise Experience within a more senior IT role, ideally within an MSP, with significant exposure to network troubleshooting and implementation Proven ability to diagnose and resolve complex technical issues across a broad technology stack Calm, logical, and methodical under pressure, with strong troubleshooting instincts Confident making technical decisions and taking ownership of outcomes Excellent communicator, able to explain complex technical issues clearly tailored to both technical and non-technical audiences Approachable, supportive, and collaborative - someone others naturally escalate to and trust Passionate about technology and continuously developing technical knowledge, with a love of problem solving Operate confidently across the full range of networking technologies: Networking - VLANs, DNS, DHCP, LAG, STP, stacking Firewalling - NAT, ACL, HA, VRRP, VPN, routing, routed subnetting Telephony & Connectivity - SIP, PBX systems, leased lines, xDSL, RO2 WiFi - Wireless network optimisation, 802.1x, analytics, reporting Depth of knowledge is expected in multiple areas, with the ability to lead investigations rather than follow run books. Benefits A supportive, inclusive workplace culture Pension Life Assurance Critical Life Cover Private Healthcare 33 Days Holiday Profit share scheme Fitness expense scheme Eye and Dental Vouchers Breakfast/Lunch in office Perk Stack - Benefits platform Hands-on experience in a professional IT Managed Services environment Mentoring and support from experienced IT professionals Regular training and development opportunities Employee Assistance Programme Social Events