Job Description

Xalient specializes in the convergence and holistic management of identity, cybersecurity, and networking to deliver secure connectivity within a zero-trust framework. Offering world-class Identity solutions and services including IGA, PAM, customer identity, access enforcement and IAM solutions, Xalient also delivers transformative software-defined networking, cybersecurity technologies and managed services. Established nine years ago to challenge traditional secure networking markets, Xalient has earned recognition as an award-winning global IT consulting and managed services provider. Headquartered in the UK, with additional offices in the USA and across Europe, Xalient boasts a client roster including industry leaders such as Kellogg's, Avis Budget Group, WPP, and Keurig Dr Pepper. Innovation drives Xalient's approach, exemplified by MARTINA, an AIOps tool designed to provide visibility and predictive monitoring, now empowering enterprises worldwide. Xalient helps make the world's largest brands more secure, resilient, adaptable, and responsive to change. •Xalient was named among Europe's Fastest Growing Companies in 2024 by Financial Times and Statista for the third consecutive year.





Position:
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Remote - working from home

Competitive salary (dependent on experience), joining Bonus, Tech set up and many more benefits


As a level 2 NOC Analyst you will maintain and troubleshoot network services including LAN, WAN and WIFI spanning a variety of technologies/vendors. Reporting to the UK team leader you will be part of a multi-international support team delivering managed services to the Xalient customer base. Taking ownership of incidents and changes until completion or escalating to our level 3 team where required.


Our NOC Analysts are required to work a Pitman Shift Schedule (average 42 hours per week) 24x7x365 support including bank holidays, weekends, and other religious/non-religious festivals. Shifts include 7am - 7pm & 7pm - 7am respectively.


Why Xalient?


We are an award-winning, IT consulting and managed services business, specialising in modern, software-defined networking, security and communications technologies, delivering innovative solutions and services to major organisations right across the globe.


Our service portfolio ranges from consulting strategies and assessments through to solution design, deployment and fully managed services, incorporating market-leading technologies in each of our specialist areas.

Requirements:
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Key Responsibilities

• Network Maintenance: Perform regular network maintenance activities, including device configuration, firmware upgrades, and patch management, to ensure network stability and security.
• Documentation: Maintain accurate and up-to-date documentation of network configurations, diagrams, procedures, and troubleshooting steps.
• Escalation Support: Provide technical support and escalate issues to higher-level support teams or vendors when necessary.
• Complete logical troubleshooting and fault diagnostics, supporting with the swift resolution of customer incidents.
• Evaluate the priority of Incidents, Problems and Changes logged to ensure that all are dealt with appropriately and ensuring that any escalation is processed in a timely manner (diagnosis and resolution)
• Ensure that all customer problems are resolved to a satisfactory conclusion.
• Pro-actively communicate verbally with the customer base to ensure that the customer is aware of any upcoming changes or problems which may affect them.
• For all requests that cannot be directly resolved, provide an effective interface between customers and those responsible for diagnosis and resolution, considering agreed levels of service.
• Monitor services and hardware such as system performance and health using industry tools (LogicMonitor).
• Create correspondence, reports, and other documents when necessary for customer support.
• Dealing with 3rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range to technologies and services.

Skills and experience

Essential


Demonstrable experience in the following areas:

• Technical Skills: Strong knowledge of networking principles and protocols, including TCP/IP, IP addressing, VLANs, routing, switching, firewall technologies. Familiarity with network monitoring tools and technologies is essential.
• Hands-on experience from at least one OEM devices listed is desirable - Routers, switches (Cisco, Aruba), firewalls (Palo Alto, Fortinet, ASA) , SDWAN(Silver Peak, Fortinet, Meraki) & wireless( Cisco , Aruba )
• Demonstratable CCNA Level knowledge (certification not required) including switching, routing, wireless and firewalls.
• Attention to Detail: Meticulous attention to detail in network configurations, documentation, and troubleshooting steps.
• Continuous Learning: Willingness to stay updated with the latest networking technologies, trends, and best practices through self-study and professional development opportunities.
• Proven experience in a similar 1st or 2nd Line NOC handling incident, request, and change lifecycles in full
• Knowledge of infrastructure technologies and how they interact with networking in a production setting.
• Strong understanding of ITIL and IT Best Practices - Change, Request, and Incident management
• Experience of working in a customer focused support environment, providing an exceptional customer service experience
• Excellent communication skills including an excellent telephone manner and high customer service skills.
• A "Know when to escalate" approach to incident handling prioritising customer needs.
• Ability to balance multiple concurrent activities during incidents to ensure communication, escalation, triage, and reporting are all done within minutes of key networks events.
• Proven experience managing 3rd party suppliers in high pressure incident resolution scenarios.

Advantage but not essential

• ITIL V3/V4 qualification
• CCNA/Network+/NSE4/PCCET or equivalent qualification
• Any SDWAN certification
• Palo Alto/Fortigate Support Experience
• SD-WAN Support experience (Silverpeak or Fortinet

Other information:
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Equal Opportunities Statement



We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.




Our Commitment to Diversity