Your primary role within the Network Operation Centre (NOC) is to deliver a world class customer service to one of CAEs flagship customers, the University of Southampton. You will Utilise CAEs Incident, Change, Event, and Service Fulfilment Management processes. In addition to supporting the University of Southampton as a senior resource, a commitment to personal development and that of the 1st line resources is also required. Senior resources are targeted to fix at line, and only escalating where specialist technical resource or processes are required. You will work closely with the account Service Delivery Manager (SDM) in ensuring a high-quality service is delivered to the customer. You will be required to manage multiple incidents and requests simultaneously meaning clear communication, meticulous timekeeping, and time logging skills are required in addition to a high level of technical knowledge. This role requires strong skills across a range of technologies, including routing and switching, security and wireless. Key Responsibilities & Duties The main duties and responsibilities of the role shall include: Support Responsibilities Accepting and owning 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 the University of Southampton to ensure bespoke SLAs are met within defined thresholds. Own and managing tickets for Incidents, Problems, Changes for the customer. Managing any backlog of tickets and ensuring swift resolution. Seek assistance from more senior resources where appropriate following a defined escalation process. Maintain documentation for the University of Southampton. This includes KBAs, topologies and any other appropriate documentation. Management of customer Configuration Management Database (CMDB), ensuring its accuracy. Act as a Technical Lead for the customer. Managing critical, scheduled and emergency patching requirements. Inputting to Post Incident Report (PIR) documentation is conjunction with SDM. Proactively seeking service improvements for the customer and managing the implementation and success of them. Technical Responsibilities Commitment to improve professional and technical knowledge of the team. Development of Internal systems and process to improve the support operations. Undertake personal accreditations as required by the company as part of an agreed training plan. Participation in a customer specific technical on-call rota (remote). Collaborate with other senior resources on complex tickets and other departments on an ad hoc basis. Best Practice assessments on suitable technologies. As a 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, handle high volumes of work and run multiple work streams. In addition to this you must: Be able to adapt your communication style to the audience you are presented with. Demonstrate the ability to build cross-departmental relationships (sales, managed services). Be passionate about the technology that you support. Support NOC colleagues, across all lines, to assist in building a positive team culture and environment of transparent knowledge sharing. Have a keen eye for detail and observational skills. Be able to work to deadlines. Be confident and approachable. The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post Knowledge & Experience Required Cisco Routers, Switches and Nexus configuration and troubleshooting Desired minimum CCNP Certification or suitable industry experience Configuration and troubleshooting of Cisco DNA Centre Cisco Security and Wireless configuration and troubleshooting Desired minimum CCNA Wireless or suitable industry experience ITIL/Change management process experience Desired Configuration and troubleshooting experience of other Cisco related Security products, specifically ASA, ISE, FirePower, SNA and Umbrella ACI experience CCNP / Wireless Other CCNP discipline