• Manage tickets from end to end (full ownership) • Ensure follow-ups and communication with the client • Handle service requests focused on: user access, system access • Perform troubleshooting of technical incidents reported by the Service Desk (L1) • Reproduce issues and document technical analyses • Analyze logs and execute standard scripts/procedures for resolution • Triage complex incidents and escalate when necessary • Ensure service restoration within SLAs/SLOs • Create, review and maintain: Knowledge Base (KB), Getting Started guides, chatbot scripts and interactive guides (e.g., Pendo) • Update documentation according to product or process changes • Collaborate with the L1 team to improve first-contact resolution rate • Participate in team rituals/ceremonies • Support testing and preparation for new features • Manage ticket backlog and prioritize requests

• Provide technical support remotely and onsite to FSO personnel • Establish success criteria and develop comprehensive action plans • Support and provide technical feedback to improve fleet performance • Guide and coach field engineers in troubleshooting techniques • Create troubleshooting guides and support technical documentation

• Own Level 3 escalations — investigate, diagnose, and resolve complex technical issues that L1/L2 teams cannot solve. • Analyse application behaviour across the stack (backend C#/.NET, frontend AngularJS/React, and database SQL layers) to identify root causes. • Collaborate directly with development teams to reproduce, document, and drive fixes for critical bugs and system defects. • Write and execute SQL queries to investigate data integrity issues and support incident resolution. • Produce clear, detailed incident reports and post-mortems, contributing to a knowledge base that reduces future escalations. • Identify patterns in recurring issues and proactively recommend improvements to processes, monitoring, or product areas.

Role Description As a 1st Line NOC Team Lead, you will combine strong technical support capabilities with leadership responsibility during your assigned shift. - Act as the team leader on shift, overseeing case queues, workload allocation, escalations, SLA compliance, and trend identification. - Ensure the team delivers high-quality support aligned with NOC Charter principles, best practice guides, and customer excellence standards. - Take ownership of complex networking and security incidents escalated from initial triage. - Minimize further escalations through deep expertise and lead major incidents operationally and technically. - Mentor and support the team, review case QA outputs, and conduct 1-2-1s with team members. - Collaborate with higher-level engineers, vendors, and suppliers on root-cause analysis and service improvements. - Support both Connect (traditional telecoms connectivity) and Secure (secure networking solutions) areas. Qualifications - Strong understanding of networking fundamentals (OSI model, TCP/IP, DNS, DHCP, VLANs, routing, switching, Secure Networking – SD-WAN, SASE). - Practical experience with network monitoring tools (LogicMonitor) and ticketing systems (ServiceNow). - In-depth knowledge of Cisco IOS commands, configuration, and troubleshooting (routing/switching). - Solid expertise in Fortinet firewall/security concepts (policies, NAT, VPN, UTM features). - Working knowledge of Juniper, Cisco Meraki, Alcatel-Lucent, HPE/Aruba switching/LAN technologies. - Experience with MPLS, VPN technologies, remote access solutions, SASE and SD-WAN deployments. - Strong grasp of ITIL/ITOM frameworks, including Incident, Problem, and Change Management. Requirements - Advanced troubleshooting and root-cause analysis for complex, multi-vendor network/security issues. - Excellent communication and stakeholder management (customers, internal teams, vendors). - Strong time management, prioritization, and decision-making in high-pressure environments. - Analytical skills for log analysis, packet captures, performance metrics, and trend identification. Benefits - 25 days’ holiday (excluding bank holidays) + Your Birthday Off. - Flexible working – consideration for any written request for flexible working. - Virtual working – empowering our people to work remotely. - Top tech – best-of-breed software and hardware for all staff. - 4x annual salary life assurance. - Health cash plan. - Retail discounts and other perks from major brands.