NOC Support Engineer

Networking People
£18000 - £30000 per annum + Benefits
13 Oct 2016
21 Oct 2016
Contract Type
24/7/365 Shift - Experienced NOC Helpdesk Support Engineer 1 x 1st Line support £18-23k (6months hands on experience) 1 x 1st/2nd line Support £24-30k (2 years hand on experience) Our client, a global leading provider of wholesale carrier services and bundled connectivity, are looking to build and strengthen their existing global service desk/ NOC Helpdesk by recruiting additional experienced 1st/2nd line Helpdesk analysts. The service desk offers 24/7 support function, operating within a 24/7 365 shift pattern for all networking products and services the customers have. Ideal position for someone with excellent customer service experience and professional phone manner who has a hands on understanding and interest in Networks / IP skills . You will have recent/previous experience of working on a technical Service desk and have strong base of technical/ troubleshooting skills that you can build on. Looking to build and expand networking technology experience and learn within a professional environment. Must be comfortable in working in a 24/7 shift working environment. Exposure to Cisco, Juniper or Extreme Networking technologies / IP . You will have strong customer service skills (written and verbal) and be technically minded. Main Duties Act as the central point of contact for all customer support needs progression of customer's support needs. Perform initial triage actions / information gathering to aid in quick resolutions - in line with supplied system access Escalate all appropriate support tickets to our 2nd / 3rd line engineering team, whilst maintaining ownership of the ticket Liaise, and coordinate, with all required third parties as needed Provide proactive, and reactive, escalation function both with internal and external contacts to ensure ticket SLA and customer communication Work within all company and departmental policies and processes Assist with the completion of reports and data validation as required Technical Requirements MUST BE able to troubleshoot IT network issues (BGP, OSPF, MPLS, etc) , and deal with incident / change management . Must have an understanding of WAN technologies and functions - Exposure to networking devices - routing and switching (Cisco, Extreme, Juniper, etc…) An awareness of routing protocols Use of, or exposure to, network monitoring tools (SNMP, trap information, syslog, etc…) Experience of ticket management systems for Incident and Change Management Maintain / update appropriate wiki and knowledgebase articles Ideally worked within an ITIL environment or framework Non-Technical Requirements Outstanding customer service skills Desire to drive issues to a quick resolution, and maintain excellent customer relations Excellent communications skills, both written and verbal Ability to respond to events in a quick and timely manner, whilst effectively managing workload Excellent multi-tasking skills Desire to learn and grow within the team, and company A polite and helpful attitude at all times Able to fully participate in a 24/7 365 rota system Opportunity to build and develop into 2nd and 3rd level teams moving forward and on-going training This job was originally posted as

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