- Be the first point of escalation for customer generated calls.
- Log faults and service requests on our Remedy system, carry out initial diagnostics and look to resolve 95+% of all faults and requests.
- Work within strict SLA's to provide our customers with a timely resolution.
- Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
- Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly.
- Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco and Adtran)
- Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third-party suppliers' systems.
- Liaise with 3rd party engineers/SMCs on the phone to work towards fault resolution.
- Provide support and carry out remote configurations and link checks for our field engineers.
- Actively monitor the networks using our network monitoring system Solarwinds
- Demonstratable experience in providing excellent customer in an IT Helpdesk or NOC Environment.
- Ability to demonstrate experience in resolving IT/Networking issues and in timely escalation where issue is beyond your capabilities.
- Background in supporting enterprise networks ideally holding or working towards Cisco CCNA qualification or able to demonstrate equivalent experience.
- Experience dealing with 3rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range to technologies and services.
- Proven knowledge if working in an ITIL service environment and adhering to strict SLA's.
- Ability to deliver consistent performance in a high-pressure environment with excellent attention to detail.
- Excellent communication skills
- Ability to obtain Enhanced CRB, BPSS and SC clearance
- General knowledge of Firewalls and Security Appliances
- Knowledge of Cisco/Juniper Network Devices
- Recent experience in a IT Helpdesk or Network related role
- Experience of local government/public sector environments
- ITIL Service Management
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NOC Engineer - Glasgow, United Kingdom - Capita
Description
Help strengthen our Team as our 24*7 NOC Engineer onsite at our Glasgow, Tannochside office.
Working 2 set of day shifts, so 4 days on (7am to 7pm), 4 days off, then 4 days on again, 4 days off and then do 2 set of night shifts so 4 nights on (7pm to 7am), 4 nights off, 4 nights on again, 4 nights off. Then start with days again.
Our Tannochside Network Operations Centre (NOC) is looking for an experienced IT/Network Engineer to supplement an existing support team. You will be a member of our 24/7 Shift Team, responsible for efficiently and effectively resolving networking incidents and problems, maintaining client satisfaction whilst complying with Capita Network Services policies, procedures, and best practices.
You will be working alongside both Network Engineering and Service Delivery Teams to deliver best in class service across a critical client base.
What You'll Be Doing:
What we're looking for:
Desired Experience/Skills:
