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NOC Onsite Engineer

boxxeOnsite (Edinburgh)
On-site Full-time

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Experience Level

Experience

Qualifications

Strong communication and interpersonal skills. Ability to manage multiple tasks efficiently. Technical expertise in network technologies, particularly Cisco products. Willingness to travel to customer sites in Edinburgh.

About the job

At boxxe, we believe technology is about more than just hardware and software; it's fundamentally about people. Our strong relationships, extensive expertise, and practical know-how in technology drive our actions. We prioritize our customers, partners, and the environment at the core of our operations, recognizing that our team is the key differentiator in our success.

We strive to understand, collaborate, simplify, care, and deliver, making technology more human in every interaction.

Your Mission

You will provide exceptional customer service within the Network Operations Center (NOC), supporting clients through incidents, changes, events, and service fulfillment processes. As a 2nd line network engineer, you will take charge of resolving issues independently, escalating only when specialized expertise is necessary. This position involves travel to managed service customer sites in Edinburgh, where you'll cultivate strong relationships and facilitate incident resolution. Success in this role requires the ability to manage multiple workstreams simultaneously, demonstrate clear communication, maintain meticulous timekeeping, and log time accurately, all while possessing strong technical knowledge across routing, switching, security, and wireless technologies.

What You’ll Be Doing

  • Assist 1st line support engineers with both proactive and reactive escalations as a 2nd line engineer.
  • Organize and update tickets efficiently and in detail while logging time for all tasks performed.
  • Adhere to defined service level agreements (SLAs) for various customers, ensuring compliance with stipulated deadlines.
  • Manage tickets related to incidents, problems, changes, and more for both managed and non-managed devices.
  • Escalate tickets to 3rd line support when appropriate, following established escalation protocols.
  • Maintain comprehensive documentation for managed service customers.
  • Act as the Technical Lead for designated managed service customers.

What Experience We Think You’ll Need

We seek an outgoing, highly organized, disciplined, and adaptable 2nd line NOC Engineer with excellent communication skills. You should be ready to engage with day-to-day operational tasks and manage multiple workstreams. In addition to strong people skills, the following technical qualifications are essential:

  • Proficiency in configuring and troubleshooting Cisco routers and switches (CCNP Certification or equivalent industry experience).
  • Experience in Cisco security configuration and troubleshooting (CCNA Security or equivalent industry experience).

About boxxe

At boxxe, we focus on the human aspect of technology, fostering relationships and leveraging our expertise to drive meaningful solutions. Our commitment to our customers, partners, and the environment sets us apart as we aim to make technology accessible and human.

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