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 optimization to ensure secure, reliable, high-performance customer network infrastructure.
You minimize 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.
Strong understanding of networking fundamentals (OSI model, TCP/IP, DNS, DHCP, VLANs, routing, switching, Secure Networking - SD-WAN, SASE)

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
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, prioritization, and decision-making in high-pressure environments.
Analytical skills for log analysis, packet captures, performance metrics, and trend identification.
IT-related qualification or training (e.g. CompTIA Network+, Cisco CCNA, Fortinet FCA)

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

1 Nasstar Ltd jobs in England & Wales