NOC Engineer, L1

About Ekco

🚀 Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider.
IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

☁️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

🌍 Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do:

• On It: We take ownership, follow through, and get things done.

• All In : We collaborate, support each other, and commit fully to shared goals.

• Connected: We build trusted relationships with colleagues, clients, and partners.

• Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

🏠If these values resonate with you, you’ll feel right at home here.

The Role

Day-to-day at Ekco:

As an L1 NOC Engineer, you will be the first line of response for monitoring alerts, incidents and service requests. You will carry out initial triage and basic troubleshooting, maintain accurate service tickets and keep customers informed with clear, timely updates.

Working within agreed processes and runbooks, you will resolve known issues and escalate to L2 when further expertise, access or authority is needed. Your focus will be on consistent service, responsive ticket handling and clear handovers that help the next engineer pick up work without repeating investigations.

What you’ll be responsible for:

Monitoring and Triage 

• Monitor NOC dashboards, alerts, queues and service tickets. 

• Perform initial triage of alerts, incidents and service requests. 

• Validate whether alerts are actionable, duplicate, expected, false positive or require escalation. 

• Categorise and prioritise tickets based on impact, urgency, service scope and agreed processes. 

• Identify major incidents and escalate to key stakeholders.

• Log incidents clearly with accurate details, timestamps, affected services and initial observations. 

Initial Troubleshooting 

• Perform standard first-line checks using agreed runbooks and troubleshooting guides. 

• Check device availability, interface status, circuit status, monitoring alerts, recent changes and known issues. 

• Carry out basic diagnostics where permitted, including ping, traceroute, monitoring review, log review and standard service checks. 

• Resolve known and repeatable issues within agreed permissions. 

Communication and Ownership 

• Provide clear and timely ticket updates. 

• Ensure ticket notes are understandable, factual and useful for the next engineer. 

• Escalate to L2 when an issue exceeds L1 capability, access, authority or defined troubleshooting steps. 

• Follow handover processes at shift change or when transferring ownership. 

• Customer focused.

Process Compliance 

• Follow incident, request, escalation, change and communication processes. 

• Use correct ticket categories, priorities, templates and closure notes. 

• Ensure tickets are not closed without appropriate validation. 

• Capture recurring issues or documentation gaps and feed them back to L2, Platform Engineering or the Alignment Engineer. 

What Good Looks Like 

• Alerts are picked up quickly and triaged correctly. 

• Tickets contain clear, accurate and useful information. 

• Known issues are resolved consistently. 

• Comfortable multitasking while working under pressure

• Escalations are made at the right time with the right detail. 

• Handover is clean and does not cause repeated investigation. 

Key Requirements

• Ability to monitor alerts and service queues, assess impact and urgency, and prioritise tickets accurately.

• Understanding of basic network and service troubleshooting, including device, interface and circuit checks, ping, traceroute and log review.

• Ability to follow runbooks and agreed processes, resolve standard issues within permitted access and recognise when to escalate to L2.

• Strong written communication skills, with the ability to document incidents, troubleshooting evidence and next steps clearly and accurately.

• A customer-focused approach, with a commitment to providing clear, timely updates and taking ownership of ticket handling.

• Strong organisational skills and attention to detail, with the ability to multitask and remain focused under pressure.

• Ability to provide clear shift handovers and work collaboratively with other engineers.

• A process-focused approach to ticket validation and closure, with a willingness to flag recurring issues and documentation gaps.

Benefits / Perks

• ☀️ Time Off: annual leave + public holidays
• 🎂 Birthday Leave: One extra day off to celebrate
• 💰 Company Pension Scheme
• 📞 Employee Assistance Programme (EAP) for wellbeing support
• 🏃‍♀️ EkcOlympics: Global team activity challenges
• 📚 Unlimited access to Pluralsight for continuous development
• 🌱 Real opportunities to grow, including international progression

Why Ekco

• 🏅 Company of the year 2026 Tech Excellence Awards

• ⭐️ Microsoft’s 2023 Rising Star Security Partner of the Year

• 🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specializations

• 🌈 A culture rooted in diversity, equality, inclusion & belonging

• 🎉 A commitment to internal mobility and career progression

• ✨ Flexible, family-friendly working at the heart of our culture

• 🔐 Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.