Job Title: 2nd Line NOC Engineer
Hours: Full Time
Location: B90
Pay: £27,000 - £35,000 + Bonus
Benefits: Bonus Scheme, Private Medical Insurance, Income Protection, Life assurance, Pension, 33 Days Holiday inc BH, Cycle 2 Work Scheme + many more.
Match Recruitment has an exciting opportunity available for a 2nd Line NOC Engineer to join a thriving technology company based in Solihull on a full time, permanent basis, in return you will receive a competitive salary of £27,000 - £35,000 per annum + an excellent benefits package.
You will provide a single point of contact for our customers to report network faults. The Network Operations Centre provides support 24 x 7 x 365 across the entire client base whilst delivering an excellent customer service experience.
The role is a key position within the organisation and will be instrumental in building customer relationships, delivery of Services and customer retention.
Key responsibilities of our 2nd Line NOC Engineer:
- Delivery of a world class customer service experience
- Supplier Management
- Create and submit knowledge article to increase 1st time fix rates
- Maintain & update NOC processes and procedures
- Maintaining and updating the fault management systems throughout the Incident lifecycle
- Engaging and proactively feedback on system and process improvement
- Providing the customer with a key contact during the incident lifecycle
- Working as part of the NOC, acting as an escalation point for all network incidents that cannot be resolved by 1st line team
- Manage internal and external suppliers, ensuring total ownership of escalated incidents through to resolution ensuring timely escalation of network incidents to 3rd line when required
- Prioritising incidents and requests to ensure all primary and secondary SLA’s are met and customer satisfaction is both maintained and exceeded
- Responding to customer requests in a timely and professional manner providing clear and consistent communication
What is needed become our 2nd Line NOC Engineer?
- An IT qualification e.g. CCNA
- Ideally gained or working towards CCNP
- Previous experience firewall fault finding & change implementation
- Good understanding of helpdesk or customer service environment
- Ideally previous work experience within a busy customer service centre in a Telecoms, Data Centre
- Able to demonstrate previous experience of working high pressure environments and dealing with pressurised situations
- A good understanding of networking across multiple technologies & vendor hardware
If you feel you are the right candidate for the role as 2nd Line NOC Engineer then please click ‘apply’ now! We’d love to hear from you!
