NOC 3rd Line Engineer

Colgate

Report to

Duty Manager

Salary

Competitive

Hours

Full time permanent

Company Overview:

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.

FluidOne delivers tailored IT solutions across a broad customer base, structured to meet the specific needs of different market segments. For small and medium-sized businesses (SMBs), FluidOne provides comprehensive IT support through its branch network, delivering localised, expert services that ensure security, efficiency, and scalability, providing individual solutions and fully comprehensive managed services. For enterprise clients, FluidOne offers advanced solutions that manage costs, risks and optimise organisational operational performance, providing everything from design and delivery to ongoing support. Specialising in Data & AI (D&AI), managed services, and cloud transformation, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers – from growing SMBs to large, complex enterprises – benefit from trusted, innovative, and future-ready IT services.

Role Overview:

The NOC 3rd Line Engineer provides senior operational and technical support across network and security services, ensuring complex customer issues, escalations and service-impacting risks are progressed effectively.

The role requires strong technical judgement, clear customer communication, effective mentoring and the ability to understand business impact, operational risk and customer environments.

Role Responsibilities:

Act as a senior escalation point for complex network and security incidents, service-impacting issues, changes, problem investigations and vulnerability-related activity.

Own incidents, escalations, enquiries, service requests and change requests through to resolution, ensuring prioritisation, customer updates and closure information are maintained in line with service commitments.

Receive and review CVEs, assess customer exposure and potential business impact, identify required mitigations, and support appropriate escalation where risk or suspected compromise is identified.

Maintain accurate ticket records, customer updates, closure notes, post-incident documentation, support guides and knowledge articles to the required standard.

Liaise with customers professionally throughout the lifecycle of incidents, service requests, changes and escalations, providing clear updates, managing expectations and ensuring communications reflect agreed service standards.

Mentor and support the development of 1st, 2nd and 3rd line engineers through coaching, knowledge transfer, incident reviews and guidance on technical troubleshooting, escalation quality and operational best practice.

Identify recurring issues, process gaps and opportunities for automation or service improvement, working with the NOC Duty Managers, Technical SecOps Engineers, Project and Network Engineering teams to improve operational efficiency, customer experience and service resilience.

Support the transition of new customer services into BAU by reviewing monitoring, documentation, support boundaries, escalation routes and operational readiness before accepting solutions into support.

* Carry out operational tasks in line with agreed procedures, KPIs, OLAs, SLAs, security requirements and data protection obligations.

Requirements:

Essential

CCNP, Fortinet NSE6, JNCIP or equivalent experience, with evidence of continued technical development in networking, network security, cyber security operations or managed services.

Proven experience in a senior NOC, network support, managed services or technical escalation role.

Strong understanding of routing, switching, TCP/IP, VLANs, NAT, VPNs, DNS, DHCP, firewalling, SD-WAN and managed network environments.

Experience investigating and troubleshooting complex network availability, performance and application issues.

Experience supporting incident escalation, problem investigation, root cause analysis, customer communication and post-incident documentation.

Strong written and verbal communication skills, with the ability to provide clear customer updates, technical explanations and internal guidance.

Ability to prioritise work in line with impact, urgency, service commitments and customer risk.

Experience using monitoring, security or ITSM platforms to manage incidents, alerts, service requests, changes and documentation.

D*esirable*

Experience with security technologies such as Fortinet, Cisco NGFW, Juniper SRX, ISE, SIEM or network access control platforms.

Experience with Meraki, wireless solutions, Cellular routers, VoIP solutions or service provider core network environments.

Understanding of vulnerability management and practical mitigation approaches.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Benefits after probationary period:

Subsidised health and dental care

Employee Assistance Programme (EAP)

Life assurance (3x salary)

Sodexo discount platform

FluidOne breakfast and refreshments on office days

Pension contribution – 5% company contribution

Generous holiday entitlement

One day off for birthday

Half price internet connectivity

Ride2Work scheme

* Department incentives

Volunteer day scheme

How To Apply:

Send CV with covering letter to [email protected] with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.