NOC ANALYST L1

Xalient specializes in the convergence and holistic management of identity, cybersecurity, and networking to deliver secure connectivity within a zero-trust framework. Offering world-class Identity solutions and services including IGA, PAM, customer identity, access enforcement and IAM solutions, Xalient also delivers transformative software-defined networking, cybersecurity technologies and managed services. Established nine years ago to challenge traditional secure networking markets, Xalient has earned recognition as an award-winning global IT consulting and managed services provider. Headquartered in the UK, with additional offices in the USA and across Europe, Xalient boasts a client roster including industry leaders such as Kellogg’s, Avis Budget Group, WPP, and Keurig Dr Pepper. Innovation drives Xalient's approach, exemplified by MARTINA, an AIOps tool designed to provide visibility and predictive monitoring, now empowering enterprises worldwide. Xalient helps make the world’s largest brands more secure, resilient, adaptable, and responsive to change. *Xalient was named among Europe’s Fastest Growing Companies in 2024 by Financial Times and Statista for the third consecutive year. The Xalient support functions play a critical part in maintaining operations and allows the organisation to deliver the highest quality service to our customers. Irrespective of the role, everyone is equally respected and contributes to the success of the business. As a NOC L1 Analyst you will be providing first-level support to our clients and ISP providers ensuring the smooth operation of network services. Our L1 Analysts are required to work on a shift pattern providing 24x7x365 support including bank holidays, weekends, and other religious and non-religious festivals. **Please only apply if you have at least 1.5-2 years experience working in a NOC L1 role** What you’ll be doing Be the first point of contact for network-related issues via phone, email and self-service, logging all interactions in Servicenow. Responding to customer emails ensuring all updates are actioned in a timely manner Triage, respond and resolve client enquiries in a timely and efficient manner, escalating complex issues to the L2 team Evaluate the priority of events and Incidents to ensure that all are dealt with appropriately Liaise with ISP providers and customers to drive successful resolution, and ensure any alarms / errors have cleared before incident resolution Add scheduled maintenance notifications in the NOC calendar and schedule alert silencing within the monitoring platform contacting customers where applicable the impact of any scheduled maintenance Ensure all SLA’s and OLA metrics are met or exceeded, escalating where we are about to breach Participate in training sessions and professional development opportunities What you’ll need Demonstrable experience in the following areas: Foundation knowledge Network Fundamentals (TCP/IP) Basic understanding of network hardware (routers, switches, firewalls). Strong understanding of ITIL and IT Best Practices A logical approach to troubleshooting, diagnosing and resolving problems Embraces change, seeking opportunities for continuous improvement. Experience of working in a customer focused environment Ability to work under pressure and as part of a team Excellent English communication skills (verbal, written and listening) Experience working with UK and US customers would be beneficial but not essential Advantage but not essential ITIL V3 / V4 – Qualified or strong awareness Initiative - The willingness to move things forward by taking action without needing to be asked and without due escalation Previous working experience with third party vendors Vendor certifications e.g. CCST/CCNA Equal Opportunities Statement We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.