1st Line NOC Engineer

Recruiter
Convergence Group Ltd
Location
Solihull, West Midlands
Salary
Competitive
Posted
23 Jun 2019
Closes
27 Jun 2019
Ref
1187452534
Contract Type
Full Time
Convergence Group has an exciting opportunitybased in Solihull, on a full time, permanent basis. In return you will receive a competitive salary with excellent additional benefits.

At Convergence, our vision is clear: we want to change people's digital experience in a connected world. We 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.

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

Benefits:
  • Competitive Salary
  • Substantial Bonus Opportunity
  • Private Medical Insurance (medical, mental, optical & dental)
  • Income Protection
  • Life Assurance
  • Holidays with option to buy or sell
  • Pension
  • Reward & recognition incentives
  • Cycle to Work Scheme

Purpose of the role:

You will provide a single point of contact for our customers to report network faults to Convergence Group. 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:
  • Delivery of a world class customer service experience
  • End to end Incident Management throughout the Incident lifecycle
  • Supplier Management
  • Create and submit knowledge article to increase 1st time fix rates
  • Maintain & update NOC processes and procedures
  • Ensuring faults are escalated and resolved within the customer contracted Service Level
  • Pro-actively monitoring customer networks via Convergence Groups internal monitoring system, investigating, troubleshooting and resolving issues
  • Providing Incident management and technical resolution of 1st line network related faults and timely escalation to 2nd line when required
  • Maintaining and updating the fault management systems throughout the Incident lifecycle
  • Engaging and proactively feedback on system and process improvement
  • Complete low-level Change requests
  • Providing the customer with a key contact during the incident lifecycle

What you need for the role:
  • Ideally previous work experience within a busy customer service centre in a Telecoms, Data Centre or IT
  • Studying towards or gained an IT qualification e.g CCNA
  • Able to demonstrate previous experience of working high pressure environments and dealing with pressurised situationsGood understanding of helpdesk or customer service environment
  • A basic understanding of networking

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