2nd Line Noc - Horsham, United Kingdom - Experis LTD

Experis LTD

Verified Company

Horsham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

2nd Line NOC Engineer

Location:
Horsham

Permanent -Working Hours:37 hours per week Mon-Fri

Salary up to£35k depending on experience

Overview

My client is an award-winning provider of Connected Cloud Solutions with a focus on customer service, They have an exciting opportunity for a support engineer with a passion for networking and a hunger to further develop their career within the industry.

Therole offers training opportunities to build on existing skills and capabilities as the company's NOC team evolves to support the delivery of Managed Services to their growing customer base with their expanding list of service offerings.

Key Accountabilities

Working within a multidisciplinary technical team on a weekday shift rota between 7am and 7pm
Receiving and owning issues, enquiries and service requests from clients and setting priority levels
Performing proactive monitoring and maintenance of client systems
Performing troubleshooting and diagnosis on all issues using technical resources and management and monitoring tools
Logging all customer requests and incidents using the NOC ticketing system
Attempting to resolve user issues before they require escalation
Coordinating the resolution of highseverity incidents Ensuring all tasks are completed in a timely manner and within defined SLAs, OLAs and KPIs
Processing/coordinating service requests (moves, adds & changes)
Providing support to the 1st line team for overflow of inbound calls
Upholding Service Teams Unified Service Standards
Adhering to quality communication standards defined by FluidOne
Adhering to Security and Data Protection and confidentiality Clauses
Making recommendations for process change and training opportunities where appropriate Undertaking any other duties deemed suitable by management
Maintaining job related training as required by management

Experience / Qualifications:

Track record of managing multisite LAN and WAN environments, including administration of IP routing protocols, DNS, DHCP, Wi-Fi and advanced security
Cisco qualified CCNA, CCNP or higher
Communications knowledge and experience with WAN (MPLS (Lease Line, Ethernet, EFM, ADSL), LAN (Layer 2 and 3), VPN, Internet & Etherflow.
Experience in configuring and troubleshooting Cisco products, including firewalls, routers, switches and wireless access points.
Excellent customer service and satisfaction ethic
Excellent communication skills, both written and verbal
Demonstrable experience in a Service Desk role
Calm and logical under pressure with an aptitude for learning

Desirable