Belfast
Job Title: Network Operations Center (NOC) Engineer / IT Support Specialist Location: Belfast - Fully Onsite Job Type: Full-Time About the Role We are seeking a highly skilled and customer-focused NOC Engineer to act as the first point of escalation for customer calls and ensure seamless network operations. You will play a critical role in managing and resolving faults and service requests promptly while maintaining excellent communication with customers and internal teams. Key Responsibilities • Serve as the first escalation point for customer calls, providing expert support and guidance., • Log, manage, and resolve faults and service requests via Remedy, achieving over 95% resolution at first touch., • Work diligently within strict SLAs to ensure timely fault resolution., • Maintain accurate and detailed shift handovers, ensuring all support tickets are current and comprehensive., • Keep customers informed throughout the entire fault lifecycle, delivering clear and timely updates., • Configure and troubleshoot a range of network devices including Cisco, Juniper, Adtran switches, routers, DSLAMs, modems, and other IT systems., • Manage circuit faults across multiple technologies such as ADSL, SDSL, Ethernet, NGA, MPF, and SMPF., • Liaise effectively with third-party engineers and suppliers to facilitate issue resolution., • Support field engineers remotely with device configurations and link diagnostics., • Monitor network health and performance using SolarWinds to proactively identify and resolve issues. What We Are Looking For • Proven experience working in IT Helpdesk or Network Operations Center (NOC) environments., • Strong troubleshooting and problem-solving skills in IT and networking, with the ability to escalate appropriately., • Solid background in enterprise network support, preferably holding CCNA certification or equivalent experience., • Experience supporting Windows OS and server environments., • Familiarity with working alongside third-party suppliers and managing escalations efficiently., • Understanding of ITIL service management principles and strict SLA adherence., • Exceptional attention to detail and ability to perform under pressure., • Excellent communication and customer service skills, with a customer-first mindset., • Eligible for Security Clearance., • Ability to foster respectful, collaborative relationships and contribute openly to team success. Join our team and be part of a dynamic environment where your technical expertise and dedication to customer service will directly impact our network reliability and customer satisfaction!