Nasstar
1st Line NOC Team Lead Department: Managed Services Employment Type: Permanent Location: Remote, UK Description Shift Patterns: Dual shifts - Day Shift 08:00 to 16:30 and Night Shift 21:30 to 06:00, alternating every two weeks. Location: This role will be working remotely for the foreseeable future; we plan to open a new office in West Yorkshire, but no timeframes have been set. Role Description As a 1st Line NOC Team Lead, you will combine strong technical support capabilities with leadership responsibility during your assigned shift. You will act as the team leader on shift, overseeing case queues, workload allocation, escalations, SLA compliance, and trend identification to maintain balanced and efficient queue volumes. Ensure the team delivers high quality support aligned with NOC Charter principles, best practice guides, and customer excellence standards. Take ownership of more complex networking and security incidents escalated from initial triage, providing advanced troubleshooting, resolution leadership, advanced configurations, and proactive optimisation to ensure secure, reliable, high performance customer network infrastructure. You minimise further escalations through deep expertise and lead major incidents (P1, Major Incidents, Major Service Incidents) operationally and technically during out of hours or high priority scenarios, delegating tasks, coordinating with the major incident team, project/account managers, and managed service leaders for timely resolution. Mentor and support the team, review case QA outputs, conduct 1 2 1s with team members, and ensure case results reflect the expectations in our best practice guides and NOC Charter. Collaborate with higher level engineers, vendors, and suppliers on root cause analysis, permanent fixes, knowledge sharing, and service improvements. Incidents and service requests are managed via ServiceNow (our Single Pane of Glass), email, live chat, and phone, with detailed updates, stakeholder communication, and strict SLA/OLA adherence. The NOC maintains specialisms in Connect (traditional telecoms connectivity) and Secure (secure networking solutions). You support both areas, with primary focus based on shift/team allocation, but provide overflow and out of hours expertise across the full portfolio, including Secure products during non core hours when required. Key Responsibilities Lead and support the team on shift. Act as the on shift team leader, overseeing case queues, workload allocation/distribution, and resource prioritisation to balance volumes and meet SLAs. Monitor queue trends, spot emerging issues or imbalances, and adjust allocations proactively to optimise team performance and prevent bottlenecks. Support escalations within the team, act as the key technical escalation point to higher levels, and review triage quality before escalation. Conduct regular 1 2 1s with team members to discuss performance, development, blockers, and wellbeing. Review case QA outputs and individual case handling to ensure results align with best practice guides, NOC Charter expectations, and quality standards; provide constructive feedback and coaching. Mentor team members, facilitate knowledge sharing via pairing, shadowing, and training contributions. Take full ownership of complex cases out of hours, leading resolution efforts and coordinating with higher level teams, vendors, and suppliers. Document all steps, root causes, actions, and outcomes thoroughly for knowledge reuse and audits. Drive cases to permanent resolution or stable workarounds, chasing resolver groups and setting clear expectations. Manage dynamic workloads under pressure with strong prioritisation, risk assessment, and ITIL adherence. Monitor and resolve network/security issues via ServiceNow, LogicMonitor, and other tools; lead investigations for minimal customer impact. Handle advanced requests out of hours (e.g., complex firewall rules, SD WAN policies, VPN tunnels, firmware upgrades). Proactively identify optimisations, performance tuning, and security hardening. Continuous Improvement & Leadership Contribution. Support 1st Line NOC Manager on all improvement initiatives and requirements. Lead identification of systemic/recurring issues and improvement opportunities around people, process and systems. Contribute significantly to the knowledge base, training materials, and skills development. Mentor on progression paths, qualifications, and technical growth. Provide detailed feedback/proposals to leadership on efficiencies, tooling, automation, and customer experience. Drive root cause elimination and scalable solutions with higher level teams. Skills, Knowledge and Expertise Knowledge Strong understanding of networking fundamentals (OSI model, TCP/IP, DNS, DHCP, VLANs, routing, switching, Secure Networking - SD WAN, SASE) Have obtained or have a willingness to obtain Practical experience with network monitoring tools (LogicMonitor) and ticketing systems (ServiceNow). In depth knowledge of Cisco IOS commands, configuration, and troubleshooting (routing/switching). Solid expertise in Fortinet firewall/security concepts (policies, NAT, VPN, UTM features). Working knowledge of Juniper, Cisco Meraki, Alcatel Lucent, HPE/Aruba switching/LAN technologies. Experience with MPLS, VPN technologies, remote access solutions, SASE and SD WAN deployments. Strong grasp of ITIL/ITOM frameworks, including Incident, Problem, and Change Management, including the capability to lead on such processes. Skills Advanced troubleshooting and root cause analysis for complex, multi vendor network/security issues. Excellent communication and stakeholder management (customers, internal teams, vendors). Strong time management, prioritisation, and decision making in high pressure environments. Analytical skills for log analysis, packet captures, performance metrics, and trend identification. Education IT related qualification or training (e.g. CompTIA Network+, Cisco CCNA, Fortinet FCA) Benefits What you can expect from us: At Nasstar, we know the importance of looking after our employees - after all, it's the team that underpins our business! In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward thinking organisation, our benefits package includes: 25 days' holiday (excluding bank holidays) + Your Birthday Off Flexible working - it's important to maintain a work/life balance, as such, we will consider any written request for flexible working Virtual working - we practice what we preach and empower our people to work remotely Top tech - Leading services and solutions aren't just for our clients; we supply best of breed software and hardware for all our staff too 4x annual salary life assurance Health cash plan Retail discounts and other perks from major brands
1st Line NOC Team Lead Department: Managed Services Employment Type: Permanent Location: Remote, UK Description Shift Patterns: Dual shifts - Day Shift 08:00 to 16:30 and Night Shift 21:30 to 06:00, alternating every two weeks. Location: This role will be working remotely for the foreseeable future; we plan to open a new office in West Yorkshire, but no timeframes have been set. Role Description As a 1st Line NOC Team Lead, you will combine strong technical support capabilities with leadership responsibility during your assigned shift. You will act as the team leader on shift, overseeing case queues, workload allocation, escalations, SLA compliance, and trend identification to maintain balanced and efficient queue volumes. Ensure the team delivers high quality support aligned with NOC Charter principles, best practice guides, and customer excellence standards. Take ownership of more complex networking and security incidents escalated from initial triage, providing advanced troubleshooting, resolution leadership, advanced configurations, and proactive optimisation to ensure secure, reliable, high performance customer network infrastructure. You minimise further escalations through deep expertise and lead major incidents (P1, Major Incidents, Major Service Incidents) operationally and technically during out of hours or high priority scenarios, delegating tasks, coordinating with the major incident team, project/account managers, and managed service leaders for timely resolution. Mentor and support the team, review case QA outputs, conduct 1 2 1s with team members, and ensure case results reflect the expectations in our best practice guides and NOC Charter. Collaborate with higher level engineers, vendors, and suppliers on root cause analysis, permanent fixes, knowledge sharing, and service improvements. Incidents and service requests are managed via ServiceNow (our Single Pane of Glass), email, live chat, and phone, with detailed updates, stakeholder communication, and strict SLA/OLA adherence. The NOC maintains specialisms in Connect (traditional telecoms connectivity) and Secure (secure networking solutions). You support both areas, with primary focus based on shift/team allocation, but provide overflow and out of hours expertise across the full portfolio, including Secure products during non core hours when required. Key Responsibilities Lead and support the team on shift. Act as the on shift team leader, overseeing case queues, workload allocation/distribution, and resource prioritisation to balance volumes and meet SLAs. Monitor queue trends, spot emerging issues or imbalances, and adjust allocations proactively to optimise team performance and prevent bottlenecks. Support escalations within the team, act as the key technical escalation point to higher levels, and review triage quality before escalation. Conduct regular 1 2 1s with team members to discuss performance, development, blockers, and wellbeing. Review case QA outputs and individual case handling to ensure results align with best practice guides, NOC Charter expectations, and quality standards; provide constructive feedback and coaching. Mentor team members, facilitate knowledge sharing via pairing, shadowing, and training contributions. Take full ownership of complex cases out of hours, leading resolution efforts and coordinating with higher level teams, vendors, and suppliers. Document all steps, root causes, actions, and outcomes thoroughly for knowledge reuse and audits. Drive cases to permanent resolution or stable workarounds, chasing resolver groups and setting clear expectations. Manage dynamic workloads under pressure with strong prioritisation, risk assessment, and ITIL adherence. Monitor and resolve network/security issues via ServiceNow, LogicMonitor, and other tools; lead investigations for minimal customer impact. Handle advanced requests out of hours (e.g., complex firewall rules, SD WAN policies, VPN tunnels, firmware upgrades). Proactively identify optimisations, performance tuning, and security hardening. Continuous Improvement & Leadership Contribution. Support 1st Line NOC Manager on all improvement initiatives and requirements. Lead identification of systemic/recurring issues and improvement opportunities around people, process and systems. Contribute significantly to the knowledge base, training materials, and skills development. Mentor on progression paths, qualifications, and technical growth. Provide detailed feedback/proposals to leadership on efficiencies, tooling, automation, and customer experience. Drive root cause elimination and scalable solutions with higher level teams. Skills, Knowledge and Expertise Knowledge Strong understanding of networking fundamentals (OSI model, TCP/IP, DNS, DHCP, VLANs, routing, switching, Secure Networking - SD WAN, SASE) Have obtained or have a willingness to obtain Practical experience with network monitoring tools (LogicMonitor) and ticketing systems (ServiceNow). In depth knowledge of Cisco IOS commands, configuration, and troubleshooting (routing/switching). Solid expertise in Fortinet firewall/security concepts (policies, NAT, VPN, UTM features). Working knowledge of Juniper, Cisco Meraki, Alcatel Lucent, HPE/Aruba switching/LAN technologies. Experience with MPLS, VPN technologies, remote access solutions, SASE and SD WAN deployments. Strong grasp of ITIL/ITOM frameworks, including Incident, Problem, and Change Management, including the capability to lead on such processes. Skills Advanced troubleshooting and root cause analysis for complex, multi vendor network/security issues. Excellent communication and stakeholder management (customers, internal teams, vendors). Strong time management, prioritisation, and decision making in high pressure environments. Analytical skills for log analysis, packet captures, performance metrics, and trend identification. Education IT related qualification or training (e.g. CompTIA Network+, Cisco CCNA, Fortinet FCA) Benefits What you can expect from us: At Nasstar, we know the importance of looking after our employees - after all, it's the team that underpins our business! In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward thinking organisation, our benefits package includes: 25 days' holiday (excluding bank holidays) + Your Birthday Off Flexible working - it's important to maintain a work/life balance, as such, we will consider any written request for flexible working Virtual working - we practice what we preach and empower our people to work remotely Top tech - Leading services and solutions aren't just for our clients; we supply best of breed software and hardware for all our staff too 4x annual salary life assurance Health cash plan Retail discounts and other perks from major brands
Jisc
Manchester, Lancashire
Salary: Circa £26,500 per annum (negotiable based on experience) + comprehensive benefits package Jisc grade: TGE1 Job Type: Permanent Hours: 35 hours Reports into: Workplace IT Service Desk Manager Working style: Hub based - The nature of this role requires you to be predominantly Manchester office-based. Meeting in person is something we value so you may need to travel on occasion to other offices. Applicants should live within Manchester or within easy commuting distance. About Jisc For 30 years Jisc has pioneered digital solutions for UK education and research, transforming how knowledge is created, shared and used. We are uniquely positioned to protect, promote and lead the sector in digital and data transformation, making a difference to students, communities and society. Together, we are working to build a better digital future for education and research. Raise your potential at Jisc through our culture of lifelong learning. At Jisc, we're all about growth, so embrace new challenges, sharpen your skills and shape a career that excites you. The Team Jisc operates through several specialist directorates, each driving key areas of our work. This role sits within our Group CTO directorate, the hub for innovation, technology leadership, and the development of new digital products that support our members today and in the future. Most of our technical expertise lives here, giving us the capability to deliver Jisc's digital vision with impact and ambition. Within the Group CTO directorate, the Workplace IT department provides essential technology services to colleagues and visitors. You'll be joining our Service Desk team, whose mission-guided by ITIL principles-is to maintain normal operations, respond to user requests, and resolve incidents and problems across a range of services and configuration items. The role We're looking for a motivated and customer focused individual to provide first line IT support through our shared Workplace IT service desk. As the first point of contact, you'll play a key role in: Delivering exceptional customer service to internal users and external visitors Providing initial IT fault diagnosis and troubleshooting Supporting installation, configuration, and maintenance of IT and video conferencing equipment Contributing across the full ITIL lifecycle-from Service Design to Continuous Improvement What you'll be doing As an IT Service Desk Analyst, you'll play a vital role in delivering high-quality first line support and keeping our technology services running smoothly. In this role, you will: Manage and triage all incoming tickets through our IT Service Management (ITSM) platform Accurately identify, categorise, prioritise, diagnose, and manage Incidents and Service Requests Communicate clearly and professionally with users at every stage of their request or incident Provide coordination support across technical and administrative tasks to ensure service delivery Help diagnose and resolve first line IT incidents and service requests Learn and develop toward becoming a first class IT Engineer through training, documentation, and hands on experience Build strong analytical skills to assess performance, understand user needs, and recommend solutions Deliver excellent customer service, always putting the user experience first Provide support in person, via email, and over the phone, including remote support tools Escalate issues to team members or other departments when required Maintain IT user accounts in line with access control and account management policies Support and maintain video conference technologies Install and configure software and hardware in compliance with technical standards Contribute to the development and upkeep of our IT technical knowledge base What we are looking for We're looking for someone who brings a strong customer focused approach and a genuine interest in developing their IT expertise. You'll ideally have: Experience working in a customer facing environment An understanding of a range of end user devices and operating systems Deeper experience across all Level A requirements Proven delivery of 10+ tasks from the key deliverables for this role Hands on experience installing and configuring IT software and hardware Practical experience using an ITSM (IT Service Management) system Experience working with electronic record management systems, such as: HR systems Asset management systems SaaS administration portals Experience providing IT support both in person and remotely Experience maintaining and operating video conferencing equipment Ability to deliver the remaining tasks outlined in the key deliverables section Understanding of core networking concepts, including firewalls, routers, and switches Qualifications Level A None Level B Evidence of professional development One or more of the following: Industry recognised certification in one or more core technologies used by Jisc Discover the amazing benefits we provide! Here's what you can look forward to: Flexible work pattern, which can adapt to suit your schedules and personal commitments 31 days annual leave (plus bank holidays) that includes three closure days over Christmas Buy up to an additional 5 days leave during the flexible benefits window A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support A company culture of continuous learning with access to thousands of LinkedIn Learning courses, and lots of resources and opportunities to support your development Allocated allowance of up to £250 to equip your home office Financial well being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money A wide range of discounts and cashback from retailers and big name high street stores Family friendly policies including enhanced parental, maternity and paternity and co parental leave as well as opportunity for career breaks Support your volunteering with up to 3 days volunteer leave Equity, diversity and inclusion Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging. We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status. We have a thorough background screening process that verifies the details you share with us in your CV and your application. Any inaccurate information supplied during the application stages can lead to a job offer being withdrawn. Sponsorship Please note that this role is not eligible for Skilled Worker visa sponsorship. This decision is based on current Home Office eligibility criteria, which require specific conditions to be met in terms of job type, salary level, and other factors. As such, we are unable to offer sponsorship for this position.
Salary: Circa £26,500 per annum (negotiable based on experience) + comprehensive benefits package Jisc grade: TGE1 Job Type: Permanent Hours: 35 hours Reports into: Workplace IT Service Desk Manager Working style: Hub based - The nature of this role requires you to be predominantly Manchester office-based. Meeting in person is something we value so you may need to travel on occasion to other offices. Applicants should live within Manchester or within easy commuting distance. About Jisc For 30 years Jisc has pioneered digital solutions for UK education and research, transforming how knowledge is created, shared and used. We are uniquely positioned to protect, promote and lead the sector in digital and data transformation, making a difference to students, communities and society. Together, we are working to build a better digital future for education and research. Raise your potential at Jisc through our culture of lifelong learning. At Jisc, we're all about growth, so embrace new challenges, sharpen your skills and shape a career that excites you. The Team Jisc operates through several specialist directorates, each driving key areas of our work. This role sits within our Group CTO directorate, the hub for innovation, technology leadership, and the development of new digital products that support our members today and in the future. Most of our technical expertise lives here, giving us the capability to deliver Jisc's digital vision with impact and ambition. Within the Group CTO directorate, the Workplace IT department provides essential technology services to colleagues and visitors. You'll be joining our Service Desk team, whose mission-guided by ITIL principles-is to maintain normal operations, respond to user requests, and resolve incidents and problems across a range of services and configuration items. The role We're looking for a motivated and customer focused individual to provide first line IT support through our shared Workplace IT service desk. As the first point of contact, you'll play a key role in: Delivering exceptional customer service to internal users and external visitors Providing initial IT fault diagnosis and troubleshooting Supporting installation, configuration, and maintenance of IT and video conferencing equipment Contributing across the full ITIL lifecycle-from Service Design to Continuous Improvement What you'll be doing As an IT Service Desk Analyst, you'll play a vital role in delivering high-quality first line support and keeping our technology services running smoothly. In this role, you will: Manage and triage all incoming tickets through our IT Service Management (ITSM) platform Accurately identify, categorise, prioritise, diagnose, and manage Incidents and Service Requests Communicate clearly and professionally with users at every stage of their request or incident Provide coordination support across technical and administrative tasks to ensure service delivery Help diagnose and resolve first line IT incidents and service requests Learn and develop toward becoming a first class IT Engineer through training, documentation, and hands on experience Build strong analytical skills to assess performance, understand user needs, and recommend solutions Deliver excellent customer service, always putting the user experience first Provide support in person, via email, and over the phone, including remote support tools Escalate issues to team members or other departments when required Maintain IT user accounts in line with access control and account management policies Support and maintain video conference technologies Install and configure software and hardware in compliance with technical standards Contribute to the development and upkeep of our IT technical knowledge base What we are looking for We're looking for someone who brings a strong customer focused approach and a genuine interest in developing their IT expertise. You'll ideally have: Experience working in a customer facing environment An understanding of a range of end user devices and operating systems Deeper experience across all Level A requirements Proven delivery of 10+ tasks from the key deliverables for this role Hands on experience installing and configuring IT software and hardware Practical experience using an ITSM (IT Service Management) system Experience working with electronic record management systems, such as: HR systems Asset management systems SaaS administration portals Experience providing IT support both in person and remotely Experience maintaining and operating video conferencing equipment Ability to deliver the remaining tasks outlined in the key deliverables section Understanding of core networking concepts, including firewalls, routers, and switches Qualifications Level A None Level B Evidence of professional development One or more of the following: Industry recognised certification in one or more core technologies used by Jisc Discover the amazing benefits we provide! Here's what you can look forward to: Flexible work pattern, which can adapt to suit your schedules and personal commitments 31 days annual leave (plus bank holidays) that includes three closure days over Christmas Buy up to an additional 5 days leave during the flexible benefits window A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support A company culture of continuous learning with access to thousands of LinkedIn Learning courses, and lots of resources and opportunities to support your development Allocated allowance of up to £250 to equip your home office Financial well being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money A wide range of discounts and cashback from retailers and big name high street stores Family friendly policies including enhanced parental, maternity and paternity and co parental leave as well as opportunity for career breaks Support your volunteering with up to 3 days volunteer leave Equity, diversity and inclusion Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging. We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status. We have a thorough background screening process that verifies the details you share with us in your CV and your application. Any inaccurate information supplied during the application stages can lead to a job offer being withdrawn. Sponsorship Please note that this role is not eligible for Skilled Worker visa sponsorship. This decision is based on current Home Office eligibility criteria, which require specific conditions to be met in terms of job type, salary level, and other factors. As such, we are unable to offer sponsorship for this position.
