24/7 L2 Network & Security Engineer (Managed Services)

Nomios' mission is to build a ‘secure and connected’ future. Organisations across the globe depend on us to help secure and connect their digital infrastructures.

We are excited to support our continued UK growth by welcoming a talented Network and Security Engineer to our Services Team on a 24/7 shift rota. This is a fantastic opportunity for an engineer ready to move to the next level of their career while collaborating with a team of technical experts and working with top-tier industry vendors, including Juniper, ADVA, and Fortinet. Join us and be part of delivering service excellence to our customers!

Your role as a 24/7 L2 Network & Security Engineer (Managed Services)

As a Network and Security Engineer, you will play a pivotal role in our customer support processes, ensuring the seamless operation of UK-based ISP and Enterprise networks. Your responsibilities will include proactive monitoring, maintenance, and troubleshooting to deliver optimal performance and reliability. You will be integral to providing 24/7 coverage and support to our diverse customer base, playing a critical role in maintaining service availability, resolving incidents, and driving continuous improvement in network operations.

Collaboration and passion are key to success in this role. You should thrive on problem-solving, have a keen eye for detail, and enjoy challenging the status quo. A love for learning and obtaining certifications, coupled with an entrepreneurial mindset, will set you apart. We're looking for someone who is proactive, eager to grow, and ready to mentor others while contributing to a dynamic and supportive team.

Responsibilities

Key responsibilities of the role include:

Network Monitoring & Incident Management:

• Monitor Nomios customer network infrastructures (routers, switches, firewalls, servers) using various NOC tools

• Identify, troubleshoot, and resolve network issues affecting service availability, performance, and reliability

• Respond to alerts and notifications to ensure incidents are resolved promptly within defined SLAs

• Escalate unresolved issues to the appropriate technical teams, vendors, or third parties as needed

Ticket Management:

• Manage and track incidents, problems, and change requests using the ticketing system (e.g., Salesforce, ServiceNow, NetAdmin, JIRA, or Remedy)

• Ensure all tickets are updated in a timely manner with relevant information, actions taken, and status changes

• Prioritise tickets based on severity and impact, ensuring that issues are escalated and resolved within SLA

• Collaborate with other teams to ensure that all tickets are handled effectively from creation to resolution

Troubleshooting & Root Cause Analysis:

• Conduct initial diagnostics, network testing, and troubleshooting for any detected or reported incidents

• Perform root cause analysis for recurring network issues and recommend improvements or solutions

Change Management & Maintenance:

• Participate in scheduled maintenance windows, supporting planned network changes and upgrades

• Ensure all changes adhere to the change management process and do not negatively impact service continuity

• Document all actions taken and communicate updates during maintenance activities

Customer Support & Communication:

• Act as the first point of contact for customers, responding to their technical queries and requests

• Provide clear and professional communication with internal teams and external clients during incidents or outages

• Liaise with customer internal teams to gather and share relevant information for efficient incident resolution

Service Improvement & Reporting:

• Provide daily, weekly, and monthly reports on network performance, incidents, and operational metrics

• Identify areas for service improvement, including automation opportunities and tool enhancements

• Work proactively to suggest network optimisations and infrastructure improvements