2nd Line NOC Engineer

Shirley, Solihull
£27,000 per annum
06 Jun 2019
13 Jun 2019
Contract Type
Full Time
Our clienthas an exciting opportunity available for a 2nd Line NOC Engineer to join their team based in Solihull on a full time, permanent basis and in return you will receive a competitive salary of £27,000 - £35,000 per annum plus additional benefits.

Our client's vision is clear: they want to change people's digital experience in a connected world. They understand that communications are as essential to business today as power, water or gas. Connectivity isn't about LAN, WAN, Internet or Voice, it's about connecting users and devices to the applications and services they need.

They earn the trust of their partners and regulators every day by delivering superior service through superior people and processes. No-matter your need you can trust our client to deliver connectivity you can rely on - they're Connectivity-as-a-Service and their people. If you have the no nonsense, agile approach to match their DNA, then this is the role for you.

Benefits of working for them:
  • Competitive salary
  • Opportunity to earn up to 10% bonus per annum
  • Private Medical Insurance (medical, mental, optical & dental)
  • Life Assurance
  • Income Protection
  • Buy & Sell Holidays
  • Cycle to Work Scheme
  • Pension
  • Reward & Recongition Incentives

The 2nd Line NOC Engineer role:

You will provide a single point of contact for our customers to report network faults to the company. 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 their 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 their 2nd Line NOC Engineer?
  • 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 their 2nd Line NOC Engineer then please click 'apply' now! They would love to hear from you!

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