TSOC Engineer (24x7) – Network & Security Operations

About the role

PXC (part of the TalkTalk Group), a UK connectivity provider, is hiring a Tech & Security Operations Centre (TSOC) Engineer in Skopje, North Macedonia. The TSOC is part of the Technical Operations function and keeps customers' services and the network and applications running securely and reliably. You report to one of four 24/7 TSOC Shift Managers and work alongside three other rotating shift teams in a 12-hour, 4-on-4-off pattern (two day shifts 07:00-19:00, two night shifts 19:00-07:00).

Key responsibilities

• Identify, respond to and resolve voice and data service issues across Layer 2 and Layer 3 products such as copper, fibre, Ethernet circuits, managed CPEs and firewalls, escalating to SMEs where needed.
• Analyse faults and implement changes to restore and improve services for customers and colleagues, leading and supporting other teams.
• Record faults and incidents in detail, keeping stakeholders informed and helping suppliers and internal resolvers meet agreed SLAs.
• Handle and assign incoming Security Service Requests and Queries on behalf of the wider Security team.
• Carry out root cause analysis after incident resolution and champion continual service improvements.
• Support playbooks and knowledge transfer, attend team and company updates, and contribute to daily incident calls and metrics reports.
• Ensure compliance with Information Security policies and authorise access to live equipment, engineer access to data centres, RAD dispatches, Qube visits, Comms Care services and Openreach visits within stated limits.

Required profile

• Demonstrable technical knowledge of infrastructure, networks and security, with fault and incident triage and response experience.
• Ability to solve problems quickly under pressure and communicate security and network topics clearly to stakeholders.
• Desirable: a relevant security or network qualification or degree, and experience in a network/security support function.

Required skills

• Understanding of network and security principles and their practical application.
• Practical experience with modern technologies, vulnerabilities, exploits and malware (desirable).

What we offer

• Hybrid working policy and international career opportunities.
• Collective insurance, private healthcare after probation, and 2 days off a year to volunteer.
• Wellness program, reward and recognition programme, and a modern city-centre office with free food and beverages.
• Learning and development platform.