NOC Tier 1 Engineer
NOC Tier 1 Engineer
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Job Description
Intercity Technology is seeking a dedicated and customerfocused NOC Tier 1 Engineer to join our dynamic team located in our Bolton office. Your role will encompass a range of firstline services including initial customer contact and ongoing service management through to closure. You will utilise Intercity and thirdparty systems and processes to execute your role effectively. Above all you will provide a customersensitive and responsive service while adopting a systematic disciplined and analytical approach to handling faults and service requests. Maintaining customer confidence through a friendly presence and helpful attitude is paramount.
Key Responsibilities as a NOC Tier 1 Engineer:
- Customer Support:Provide first contact telephone and email reception in support of ISOC delivered services.
- Service Management:Follow agreed triage incident and service request procedures in accordance with prescribed standards and service levels.
- System Utilisation:Utilise and manage Intercity ticketing system and other thirdparty systems to fulfil service requirements.
- Independent Work:Work without continuous supervision and provide professional support services to Intercity customers.
- Reporting:Assist in preparing internal and/or customerfacing reports.
- Information Gathering:Use the internet and other sources of information as required to progress service delivery.
- Client Liaison:Liaise with clients to analyse review identify and develop relationships that meet/exceed customer needs.
- Customer Satisfaction:Contribute to the highest levels of prospect and customer satisfaction.
- Service Improvement:Recommend improvements to Intercity services and service quality.
- Vendor Solutions:Become an Intercity champion for key vendor solutions including CheckPoint and Cyglass triaging incidents/requests/changes through to implementation or remediation. Lead vendor communication and ensure regular updates are sent to customers maintaining SLA compliance.
- Education and Qualifications:
- IT Degree is desirable.
- Check Point Juniper Cisco Extreme Aruba Exinda accreditation is desirable.
- Experience and Knowledge:
- A minimum of one years recent experience working in a technical help desk or IT service desk role.
- Familiarity with key IT concepts and commonly used terminology.
- Previous ITIL experience is desirable.
- Previous customer service training is desirable.
- Experience with shift working including unsociable hours is desirable.
- Competencies and Skills:
- Excellent interpersonal written and verbal communication skills.
- Ability to work under pressure multitask between simultaneous events and respond to deadlines.
- Flexible tenacious highly selfmotivated and committed to achieving goals.
Full training will be provided on Core Intercity Products and a Team Leader will work with the successful candidate to plan career progression and the training/experience required.
What We Offer:
- 33 days holiday (inclusive of bank holidays) plus your entitlement will increase by one day for each full calendar year you are employed up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- Allcompany bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.
About You
About Us
Intercity Technology provides reliable and secure technologies in communications cloud and managed services with a big difference Intercity is a technology solutions partner that isnt all about tech. Its about a great bunch of people combining their passion expertise and dedication to deliver extraordinary results for businesses.
Our vision is to be the best technology partner to work for and with we are really proud of our achievements so far:
- Customer Net Promoter Score of 92
- Gold Award Investors in People Accreditation
- 3star World Class Best Companies accreditation and forand 2024:The no. 1 best telecoms company to work for9th best midsized company in the UK to work for!7th best company in the WestMidlands to work for!
- Platinum Eco Vadis rating
We select candidates with the right skills experience and values to join us and selection is based on a fair and equal process. Were proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions all successful candidates will be subject to preemployment checks so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner for more information please see our privacy policy on our website.
Employment Type
Full-Time
