2nd Line Noc Engineer

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. The role 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 multi-disciplinary 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
• Troubleshooting network availability, application problems and other requests for support
• 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 high-severity incidents Ensuring all tasks are completed in a timely manner and within defined SLAs, OLAs and KPIs
• Performing administration tasks for various applications
• 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 multi-site 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

• Juniper/Fortinet certification
• ISP product and service knowledge advantageous (BT, TalkTalk, Virgin Media)

Due to the high volume of applications, we receive we are not able to get back to everyone who applies. Therefore, if you have not heard back from Experis within 7 days please assume that your application has been unsuccessful however we will contact you if suitable roles come up that match your skill set