Roc Technologies

Engineer

• Act as the single point of contact for IT Incidents, Requests, and Events
• Log, classify, prioritise, and manage tickets in line with SLAs
• Provide first-line technical support via telephone and remote tools
• Troubleshoot and resolve hardware, software, application, and network issues
• Maintain regular communication with customers throughout the ticket lifecycle
• Monitor alerts from proactive monitoring systems and manage events accordingly
• Escalate incidents to resolver groups or third parties where required
• Liaise with vendors and suppliers, acting as a central communication point
• Allocate and schedule tickets to Field Engineers, ensuring correct resourcing
• Maintain and update the knowledge base and internal documentation
• Administer IT systems, including user account creation and updates
• Ensure accurate and timely ticket updates within the Service Management platform
• Participate in out-of-hours support, on-call, or overtime when required

1st Line Engineer

Project Manager

• Support the PMO in driving effective project delivery, compliance, and resource optimisation across portfolios.
• Set up and maintain project documentation to meet governance and audit requirements.
• Ensure accurate project data is created and maintained within the ServiceNow PPM tool.
• Support the development and maintenance of project plans and financials within ServiceNow PPM.
• Track and report on time compliance.
• Prepare clear, accurate KPI and performance reports for the PMO and senior management.
• Recommend and implement improvements to PMO reporting and control processes.
• Coordinate and deliver small‑scale projects in line with governance, time, and quality standards.
• Provide updates on resource utilisation and project progress during governance meetings.
• Coordinate and schedule project resources to ensure adherence to PMO governance and optimal utilisation.
• Monitor resource capacity and proactively address potential conflicts or risks.
• Deputise for the PMO Lead when required.
• Support the PMO Lead in meetings, capturing actions, and driving follow‑up responses.

PMO Support – Project Coordinator

Consultant

• Act as the final escalation point for complex technical incidents, problems, and change requests, driving issues through to resolution.
• Lead proactive service management activities, identifying trends, resolving recurring issues, and improving service health, performance, and capacity.
• Support the design, onboarding, and transition of Managed Service solutions, ensuring smooth handover from project delivery into BAU.
• Collaborate with Account Managers, Sales teams, and customer stakeholders to define technical solutions, transition plans, and service enhancements.
• Build strong relationships with customer technical teams while maintaining accurate documentation, diagrams, and operational processes.

SDE Consultant

Network Engineer

• Support the delivery of low-level designs (LLDs) for network transformation projects
• Lead implementation and testing phases, ensuring adherence to design and quality standards
• Contribute to solution test plans, test scripts, and documentation
• Deploy and configure Juniper networking solutions (LAN, wireless, campus-based)
• Work with Palo Alto firewalls (including SASE solutions) and HPE Aruba ClearPass
• Pre-stage, test, and implement network components in line with project scope
• Ensure effective transition of projects into operational support
• Collaborate with Project Managers, Service Managers, and engineers to achieve delivery outcomes
• Participate in technical discussions, presenting designs and test results to stakeholders
• Maintain up-to-date knowledge of networking technologies and industry best practices.

Network Consultant

Manager

• Provide direct line management of technical resources, initially focusing on Networking and Microsoft groups.
• Deliver best practice employee engagement across the full lifecycle.
• Drive effective performance management processes.
• Partner with the People Team and Head of Resourcing to manage recruitment of permanent and contractor staff.
• Maintain strong internal and external stakeholder relationships, ensuring customer satisfaction.
• Forecast future resource requirements and address skills or capacity shortfalls.
• Optimise resource utilisation, resolving bottlenecks and conflicts.
• Manage vendor accreditation programmes.
• Support Roc’s growth initiatives through skills development.

1st Line Engineer

PMO Support – Project Coordinator

SDE Consultant

Network Consultant

Technical Resource Manager