NOC Technician

Job Description

Job Title: NOC Technician

Career Grade: TM4

Location: Maidenhead

#BTSEC25

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are the Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.

You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring, and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

Why this job matters:

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities. Service Operations exemplifies technical excellence in delivery and support, and you are personally responsible for contributing to and upholding the quality, process improvement and delivery.

You are responsible for contributing to the design, deployment, support and maintaining a customer network. You should also contribute to innovation and development of new products, and process improvement initiatives. This role will require working as part of a team, supporting colleagues and collaboration with customers.

This role is based in Maidenhead. Onsite (5 days office based). Shifts, weekends and nights required.

What you’ll do:

• Operating within a 24/7 NOC, working day/night shift pattern.
• Monitor in-life platforms and services reacting to any events as required liaising with the customer where required.
• Investigating incidents and taking necessary actions to resolve and attending technical and Service management bridge calls as required.
• Complete fault tickets accurately and with the required detail to produce a summary report.
• Create Incident Schedules and liaise with Resource Management to obtain the correct skills to undertake the tasks.
• Ensure the Escalation/Notification profile is followed in accordance with local Escalation /Notification processes to meet the agreed SLA.
• Inform the Incident Manager of all Major Incidents.
• Liaise with Asset Management to identified Equipment/Spares needed to resolve an Incident.
• Liaise with Change Management to agree changes needed to resolve an Incident. May need to attend CAB
• Create routine Maintenance Schedules and direct Field Teams on performing the Maintenance Routine tasks.
• The role holder will be expected to act professionally, aligned to BT values, when dealing with customers and colleagues.
• The role holder will be expected to develop skills which align to the core business needs.
• Participate in the drafting of quality technical and incident reports as well as recommendations to the Management Team.
• Undergo additional training to match operational requirements and equipment.
• The role holder will be expected to cover their teams’ duties during periods of Leave and sickness

What you'll bring:

• Fibre Network Transmission experience or working towards– (Training may be provided if required).
• Understanding of Routing and Switching or working towards, Network+ Preferred
• Understanding Incident Management and Service Operations environments.
• Deliver proactive network monitoring and implement corrective action to ensure optimal network performance
• BT network tools and monitoring systems, Site Manager, Check MK (Training may be provided if required).
• Business Acumen: Ensures GSS reputation is upheld with customers and suppliers in delivery of work packages. Additional:

Diversity and Inclusion:

Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills, and experiences, and encourage applications from all sections of the community. Our ambition focuses on recruiting and retaining people who are under-represented in our workforce. Including those from ethnic minority groups, disabled and neurodiverse people and women. However, diversity does not end there and anyone with different backgrounds, gender identities, sexual orientations, ethnicities, ages or stages of life, disabilities and those from low socio-economic backgrounds are welcomed and encouraged to apply. Find out more about BT’s D&I manifesto by searching on our website.

Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and criteria. So, if you're excited about this role but your past-experience doesn't align perfectly with every requirement, don’t worry – we’d still love you to apply!

What's in it for you:

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people—whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits. More than that, you’ll be joining an ambitious organization with a culture of togetherness, collaboration, and inclusivity that takes a genuine and proactive interest in your progress and development.

• A competitive starting salary, embedded in a fantastic total reward package, including on target bonus.
• If you contribute 5% to your Pension, BT will contribute 10%
• 25 days annual leave (plus bank holidays), increasing with service
• Regardless of how your family is made up, all employees will be able to take 18 weeks’ paid parental leave, and up to two weeks paid leave for Carers
• Huge range of flexible benefits including cycle to work, private healthcare, season ticket loans, as well as retail discounts including our BT shop
• World-class training and development opportunities in an inclusive environment
• Discounted broadband, mobile and TV packages. Including Discovery+ and TNT Sport

Why this job matters

We are seeking a skilled and proactive NOC Technician to join our fast-paced 24/7 Network Operations Centre team. In this role, you will be responsible for monitoring critical network infrastructure, ensuring service availability, and responding to incidents in real time to maintain continuous operations.

You will play a key role in identifying and resolving network faults, escalating issues where necessary, and supporting the optimisation of monitoring tools and processes to enhance overall service performance. Working closely with customers, engineers, and operational teams, you will manage incidents, minimise service impact, and contribute to maintaining high levels of network reliability and operational resilience.

What you'll be doing

• Operate effectively within a 24/7 Network Operations Centre, ensuring continuous monitoring of network infrastructure and rapid response to incidents to maintain service availability.
• Monitor network performance, capacity, and availability using industry-standard tools, taking action to prevent or resolve service degradation.
• Support the implementation and maintenance of network, IT, and infrastructure changes, ensuring minimal disruption to live services.
• Identify environmental or infrastructure issues (e.g. power, hardware, connectivity) that may impact services and escalate accordingly.
• Take a proactive approach to incident detection, investigation, and resolution, ensuring adherence to SLAs and minimising customer impact.
• Analyse alarms, alerts, and events across multiple systems to identify root causes of network faults.
• Perform initial diagnostics and troubleshooting on network incidents, escalating to 2nd/3rd line teams where required.
• Maintain accurate incident logs, updates, and handovers to support efficient shift operations.
• Assist in the optimisation of monitoring tools, thresholds, and processes to improve detection and response capabilities.
• Support trend analysis and reporting to identify recurring faults and opportunities for service improvement.
• Contribute to maintaining and improving operational procedures and best practices within the NOC.

Essential skills

• Understanding of networking and optical transmission fundamentals, including TCP/IP, routing, switching, Optical Power levels and common protocols.
• Familiarity with network monitoring tools.
• Basic knowledge of WAN/LAN technologies, fibre networks, and network topologies.
• Ability to interpret alarms, logs, and performance data to identify and troubleshoot issues.
• Understanding of incident management processes and ticketing systems.

Desirable skills

• Experience working in a Network Operations Centre (NOC) or similar technical operations environment.
• Hands-on experience with 1st line network monitoring, incident management, and fault resolution.
• Ability to prioritise workload, manage multiple incidents, and meet SLA targets.
• Strong documentation and reporting skills for incident tracking and operational updates.
• Industry certifications such as CompTIA Network+, CCNA, or equivalent.
• Experience with telecoms networks, fibre infrastructure, or service provider environments.
• Familiarity with ITIL frameworks and operational processes.