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!