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 ten 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 Kelloggxe2x80x99s, 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 worldxe2x80x99s largest brands more secure, resilient, adaptable, and responsive to change.Xalient was named among Europexe2x80x99s Fastest Growing Companies in 2024 by Financial Times and Statista for the third consecutive year.The Xalient support functions play a critical part in maintaining operations and allows the organisation to deliver the highest quality service to our customers. Irrespective of the role, everyone is equally respected and contributes to the success of the business.As a Senior NOC Analyst L2, you will maintain and troubleshoot network services including LAN, WAN and WIFI spanning a variety of technologies/vendors. You will be part of a multi-international support team delivering managed services to the Xalient customer base. Our L2 Engineers are required to work on a shift pattern providing 24x7x365 support including bank holidays, weekends, and other religious and non-religious festivals.is a remote working from home role that also offers a competitive salary, joining bonus, tech set up (after probation) and many more benefits.What youxe2x80x99ll be doing

• Complete logical troubleshooting and fault diagnostics, supporting with the swift resolution of customer incidents, escalating complex issues to the L3 team
• Perform regular network maintenance activities, including device configuration, firmware upgrades, and patch management, to ensure network stability and security
• Alert tuning and management of events that require remediation within the monitoring tool
• Ensure all SLAxe2x80x99s and OLA metrics are met or exceeded, escalating where we are about to breach
• Be available to answer calls from customers and vendors if the L1 team are unavailable, logging all interactions in ITSM
• Request RMAs from vendors and follow the RMA lifecycle
• Attend customer calls and Major Incident bridge calls
• Create Hypercare reports
• Raise and implement standard and CAB approved changes
• Ensure incident lifecycle is followed, logging all interactions within ITSM
• Support ISP incidents from L2 to include circuit health performance. E.g. Iperf testing
• Participate in training sessions and professional development opportunities

What youxe2x80x99ll needDemonstrable experience in the following areas:

• A sound working knowledge of networking technologies including core switching, routing, wireless, firewall and infrastructure technologies.
• Familiarity with network monitoring tools and technologies is essential with at least 3 years hands on experience with large customer networks
• Meticulous attention to detail in network configurations, and troubleshooting steps
• Willingness to stay updated with the latest networking technologies, trends, and best practices through self-study and professional development opportunities
• Strong understanding of ITIL and IT Best Practices xe2x80x93 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 xe2x80x9cKnow when to escalatexe2x80x9d approach to incident handling prioritising customer needs
• Ability to take the initiative and be a team player

Advantage but not essential

• ITIL V3 / V4 xe2x80x93 Qualified or strong awareness
• Experience of Cisco Identity Services Engine (ISE)
• CCNA/Network+/NSE4/PCCET or equivalent qualification / proven experience
• SD-WAN Support experience (Silverpeak or Fortinet)

Equal Opportunities StatementWe 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.

Xalient