Senior NOC Engineer (CCNA/CCNP Required)

Penbrothers

11d•Remote

About The Position

Penbrothers is seeking a Senior NOC Engineer for a rapidly growing UK-based technology consultancy. This role involves monitoring, supporting, and implementing changes for managed service customers. The position is 100% remote, requiring flexibility to work any shift within a 24/7 period. The client specializes in network architecture, digital infrastructure, and cloud transformation, serving leading organizations in finance, media, and enterprise technology.

Requirements

MUST be CCNP certified with an ACTIVE certification status.
Hands-on experience with Aruba, Cisco, Palo Alto, Meraki or Clearpass (strong in one, ideally Aruba, with understanding of others is acceptable).
Customer-centric with excellent communication skills, both written and verbal.
Experience in a 2nd line support role with a background in general support and operations.
Experience of working with and troubleshooting BGP.
Hands-on experience of upgrading Firmware of Switches, Routers, Firewalls and Wifi/Wireless access points.
Knowledge and experience of ticketing/incident management systems (e.g ServiceNow, Zendesk, or HaloITSM).
Previous experience in a similar role at an IT Solutions Provider/MSP.
Demonstrate working under pressure and own initiative.
Flexibility to work in any shift pattern covering nights, weekends (BH) including 24 x 7 is essential.

Nice To Haves

Understanding of ITIL best practices.
ITIL Foundations certification desirable.

Responsibilities

Monitor, support, and implement changes for managed service customers.
Diagnose and solve problems and incidents with limited supervision and within SLAs.
Monitor ticket queues, multitask, and prioritize work.
Troubleshoot system and network problems, identify root causes, and escalate when appropriate.
Implement network changes and service improvements on customer’s equipment.
Work closely with the NOC team to resolve complex problems.
Administer and maintain customer infrastructure via change control.
Perform RMAs, software upgrades, and patch management for several vendors.
Create technical documents, diagrams, and SOPs while maintaining the company's knowledge base.
Administer and maintain end-user accounts, permissions, access rights, and inventory.
Support the Services delivery function by generating appropriate reporting.
Work with other areas of the business to support the deployment of new products or tools.
Mentor junior members of staff.