NOC Engineer

  • Concept Resourcing
  • Studley, Warwickshire
  • Nov 05, 2021
Full time Information Technology Telecommunications Cisco

Job Description

NOC Engineer

Salary: £28K-£32K

Location: Studley

Key Responsibilities

The following represent the core tasks to be carried out as a part of the role:

  • A single point of contact for all IT related queries for managed customers.
  • Triage of incidents that come into the 24x7 Service Management Centre
  • Recording of Incidents and Requests electronically with accurate and appropriate information.
  • Incident categorisation including incident type and severity level.
  • Incident prioritisation.
  • Instigation of escalation procedures as appropriate.
  • First call fix for SMC resolvable calls.
  • Passing and process of Incidents to/from all 3rd line engineers; this includes the Customer and Third Party Vendors.
  • Notification to Customer on closure of all Incidents/Requests.
  • Closure of all signed off Incidents/Requests.
  • Active ownership, tracking and management of all Incidents to ensure resolution within SLA.
  • Updates to Customer contacts, as appropriate, for all high priority and service affecting incidents.
  • User administration tasks including account creations, deletions, changes.
  • Execution of customer preventative maintenance checks on a daily, weekly, monthly and annual basis.
  • Administrate and notify as necessary third party Telco Planned Maintenance activities.
  • Proactive resolution of problems likely to cause future support issues, eg intermittent flapping and process design.
  • Supporting other internal business units to achieve forecast.
  • Other functions as requested via the team's management line.
  • Develop and maintain customer specific Knowledge Base.

Personal

  • Previous experience working with Cisco hardware and software troubleshooting with switching, routing and Firewall platforms.
  • Experience of troubleshooting IP, MPLS, BGP, OSPF, DSL.
  • Experience in operating NMS systems.
  • Experience of shift work or part of on call rota system supporting multiple services & platforms.
  • Logical approach to problem solving.
  • Have excellent communication skills, both orally and written.
  • Polite and constructive whist dealing with disappointed customers.
  • Be able to explain solutions clearly using technical and non-technical terms.
  • Maintain High standards of work and professionalism.
  • Excellent time management and priority determination skills.
  • Able to maintain accurate administrative records.
  • To be assertive with 3rd party suppliers so that SLA's for our customers are met.
  • To be able to identify when a problem may require escalation.
  • Ability to work unsupervised and diligently.
  • Team working skills.
  • Personal determination to increase knowledge and competences.