2nd line support engineer Work, Jobs in Edinburgh, Edh (with Salaries)

NOC Onsite Engineer
Boxxe Group —Edinburgh
- In-person
- Communication skills
IT Support Specialist
Cirrus Logic —Edinburgh
- Full-time
- Customer service
- No degree
- IT

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NOC Onsite Engineer

Boxxe Group -
Edinburgh

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Job details

Qualifications

Cisco ISE
CCNP
ITIL
Cisco ASA
Cisco Routers
Communication skills

Full job description

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.

Your Mission

You will deliver world class customer service within the Network Operations Center (NOC) while supporting customers through Incidents, Changes, Events, and Service Fulfilment Management processes. As a 2nd line network resource, you’ll take ownership of resolving issues at your level, escalating only when specialist expertise or processes are required. This role involves travel to Managed Service customer sites based in Edinburgh to build strong relationships and assist with incident resolution. Success requires managing multiple workstreams simultaneously, demonstrating clear communication, meticulous timekeeping and accurate time logging, alongside strong technical knowledge across routing and switching, security, and wireless technologies.

What you’ll be doing

As a 2nd line engineer, you will assist 1st line support engineers through both proactive and reactive escalations
Update tickets in an organised, efficient and detailed manner and logging time for all work performed
Work within defined service level agreements (SLA) for different customers to ensure SLAs are met within thresholds
Own and managing tickets for Incidents, Problems, Changes and others for Managed customers and non-managed devices
Escalate tickets to 3rd line where appropriate following a defined escalation process
Maintain documentation of Managed Service Customers
Required to act as Technical Lead for defined Managed Service Customers

What experience we think you’ll need

As a 2nd line NOC Engineer you will need to be outgoing, highly organised, disciplined and adaptable with excellent communication skills. You must be willing to get stuck in with day-to-day operational tasks and run multiple work streams. Including these people skills, your technical requirements will also include:

Cisco Routers and Switching configuration and troubleshooting (CCNP Certification or suitable industry experience)
Cisco Security configuration and troubleshooting (CCNA Security or suitable industry experience)
Cisco Wireless configuration and troubleshooting (Experience in Cisco and Meraki)
ITIL/Change management or similar process experience
Desirable - Configuration and troubleshooting experience of other Cisco related Security products, specifically ASA, ISE, FirePower and Umbrella
Desirable - Configuration and troubleshooting of Cisco Data Centre products
Desirable - Palo Alto Security configuration and troubleshooting – (PCNSE Certification or suitable industry experience)

As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.

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