Provides the first line of support and problem resolution for technology products or applications.
Capita Networking Solutions is looking for a NOC Engineer to be based in their office in West Malling.
The NOC Engineer is the 1st line support person within the Network Operations Team. This team is a busy and dynamic team who are the central and 1st contact for our customers, field engineers and 3rd party suppliers. The successful candidate will be hardworking, a team player, methodical and have a professional telephone manner. They must be able to multi task and have a positive “can do” attitude.
Be the first point of contact for our customers when they log a fault via the phone or email.
Log incoming faults on our system (Remedy), carry out initial diagnostics and look to resolve 80% of all faults and requests.
Work within strict SLA’s to provide our customers with a timely resolution.
Monitor our customer support mailbox and log all requests in a timely manner according to agreed SLAs
Ensure all support requests are up to date and in hand at the end of each day, handing over any outstanding issues to colleagues and/or night staff.
Ensure that the customer is kept informed of the progress of the fault and the system is kept updated regularly
Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco, Juniper, Adtran, Actelis, Zhone)
Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third party suppliers systems.
Liaise with 3rd party engineers/SMC’s on the phone to work towards fault resolution
Provide support and carry out remote configurations and link checks for our field engineers
Proven customer service/helpdesk/NOC experience
Excellent communication skills
Ideally Experience working in an ITIL environment and adhering to strict SLA’s
Attention to detail