2nd Line NOC Engineer

at  Evolve BG Ltd

Job title
2nd Line NOC Engineer
Reports to
NOC Manager
Based at
Evolve Head Office, Wigan
The Company has been established for 18 years and works in the Telecommunications sector. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.
The Company is experiencing sustained growth and the 2nd Line NOC Engineer role is to provide a dedicated support to the Companys clients on a 24/7 basis.
This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly and are configured and maintained so that through their lifecycle they operate in a robust and effective way for the business. This role will require leadership within the support function and ownership of high priority incidents until resolution.

QUALIFICATIONS

• CompTIA Network+ required and CCNA

SKILLS & EXPERIENCE

• Have 1+ years experience working within a technical support function
• Can communicate with staff at all levels
• Exceptional customer service skills
• Can take ownership of high priority incidents until resolution
• Have experience in training and developing staff members
• Hardware and software deployment experience
• Good attention to detail
• Discrete
• Organised and able to prioritise tasks
• Confident and excellent communication skills with a professional telephone manner
• Ability to demonstrate a practical approach when faced with problems or challenges
• Must be committed and willing to learn
• Enthusiastic and Self-Motivated
• Excellent timekeeping, reliable and trustworthy
• ITIL knowledge either qualified or working practical knowledge (preferred, not essential)

With guidance and support from the NOC Manager within the Business:

• You will be expected to carry out a mixture of business as usual and project work for the support desk.
• Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team, demonstrates ability to utilise knowledge to support non-technical end users.
• Providing support to 1st Line Technical Support Engineers in the effective use of systems, products and services covered by the team.
• Act as a technical escalation point on the support desk throughout the scheduled shift.
• Handle high priority issues that are raised within the support function and maintain responsibility until resolution.
• Utilise your expertise to ensure our customers receive the best in connectivity and service.
• For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures.
• Uses judgment to review active support tickets, monitor progress and apply escalation procedures for problems not progressing satisfactorily.
• Ensure the team is following the process for ticket management: opening, updating, passing, resolving, and closing tickets, and identify and address through training any knowledge/skills gaps.
• Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
• Assist in the training and development of 1st NOC Engineers.