Network Engineer (NOC) | IMS Connect

GT was founded in 2019 by a former Apple, Nest, and Google executive. GT’s mission is to connect the world’s best talent with product careers offered by high-growth companies in the UK, USA, Canada, Germany, and the Netherlands.

On behalf of IMS Connect, GT is looking for an experienced NOC Engineer interested in supporting short-term critical infrastructure and connectivity operations across the hospitality and property technology domain.

NOTE: This is a short-term contract role (3–6 months), ideal for a technically strong, customer-focused engineer experienced in infrastructure monitoring and Tier 1/2 troubleshooting.

About the Client & the Project

IMS Connect is a fast-growing connectivity and guest-tech company founded in 2003 and headquartered in Limerick, Ireland, with an operational hub in Reading, UK. The company provides premium managed Wi-Fi, IPTV, VoIP, and smart-building solutions to leading hotel and serviced living providers across Europe. IMS Connect supports brands such as Radisson, Staycity, and Fraser Suites, helping them deliver seamless guest experiences while meeting sustainability goals through advanced IoT and energy monitoring solutions.

• Project description: You’ll be joining the Network Operations Center (NOC) team to ensure uninterrupted service performance and robust incident resolution for a range of hospitality and commercial clients.

• Goal of the project: To maintain peak performance, availability, and customer satisfaction for all managed services delivered to IMS Connect clients, including Wi-Fi, VoIP, IPTV, and energy-management platforms.

Technology stack:

• ConnectWise (ticketing system)

• Network performance monitoring tools

• Confluence (knowledge base)

• VoIP, IPTV, Wi-Fi infrastructure

• Remote diagnostic and RCA tools

Team:

• Distributed across Ireland and the UK

• NOC Engineers, Service Delivery Managers, Project Engineers

About the Role

As a NOC Engineer, you will play a key role in ensuring maximum service availability for IMS Connect clients. You will handle incidents, proactively monitor the network, contribute to documentation, and support ongoing improvements in service quality.

Responsibilities:

• Ensure maximum service availability and network performance

• Answer and respond to a portion of incoming customer calls and logged tickets via ConnectWise

• Take full ownership of assigned tickets and deliver timely, clear, and professional communication

• Monitor network health using various tools and proactively address potential issues

• Conduct root cause analysis (RCA) and contribute to incident prevention

• Follow existing SOPs to troubleshoot incidents and support project-related tasks

• Update the knowledge base in Confluence and ensure documentation of incident resolution

• Escalate appropriately to management when needed

• Support the Service Delivery Manager in issuing RFO reports for qualifying incidents

• Maintain consistent communication with all stakeholders

Essential knowledge, skills & experience:

• Proven experience in a NOC or network support role

• Solid understanding of network performance, fault monitoring, and incident response

• Experience using ConnectWise or similar ticketing systems

• Strong troubleshooting skills and attention to detail

• Hands-on experience with network tools and remote diagnostics

• Fluent spoken and written English

• Familiarity with VoIP, IPTV, and wireless infrastructure

• SLA-driven mindset and ability to prioritize effectively

• Strong documentation habits, including contribution to knowledge bases like Confluence

• Experience working in multi-client or managed service environments

Nice-to-have:

• Previous experience in hospitality tech, managed Wi-Fi services, or smart building infrastructure

• Knowledge of energy monitoring tools or IoT-based facility management systems

Soft Skills:

• Excellent communication and customer service skills

• Ownership mentality and proactive attitude

• Ability to work independently in a fast-paced, remote environment

• Clear, concise communicator both verbally and in writing