Nomios

Security Engineer

• 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
• Manage and track incidents, problems, and change requests using the ticketing system
• 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
• 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
• 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
• 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
• 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

L2 Network & Security Engineer – Managed Services

• Monitor customer network infrastructure using NOC monitoring tools and dashboards
• Respond to alerts and notifications as they occur
• Perform basic checks and first line troubleshooting following documented procedures
• Identify potential service impacting issues and log incidents accurately
• Escalate complex or unresolved issues to second or third-line teams in line with processes
• Create, update, and manage incidents and service requests using the ticketing system
• Ensure tickets contain clear, accurate notes and are updated in a timely manner
• Carry out initial diagnostics and basic network testing
• Gather logs, screenshots, and relevant information to support escalation
• Act as a first point of contact for customer technical queries and service requests

L2 Network & Security Engineer – Managed Services

L1 Network and Security Engineer, 1st Line NOC Support