Network Operations Center (NOC) – Level 1

• Be the first point of escalation for customer-generated calls
• Planning, developing, and implementing effective strategies, policies, and procedures to achieve short and long–term plans and objectives
• Supporting The Customer – Working on issues raised by clients and monitoring tools, understanding the different business needs of the customers, and recording all key information to support them. Support can be via phone, email, and Monitoring tools. Adherence to company & client processes to deliver an outstanding experience. Utilizing a range of remote access & monitoring tools to troubleshoot issues.
• Log faults and service requests on our system, carry out initial diagnostics, and look to resolve 95+% of all faults and requests.
• Achieving SLA targets – Managing your time to prioritize urgent tickets while ensuring all requests meet the contracted SLA.
• Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
• Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly
• Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes client’s infrastructure, E-mails, and system updating to aid the support process and allow other parts of the business to effectively manage the end-to-end process. Data is essential to record accurately in the Help Desk System to ensure accurately reporting on services provided, ticket status, and activities undertaken.
• Monitoring Customers – This will include monitoring the performance and capacity of computer systems and providing in and out-of-hours monitoring support to all customers.

Supporting the Service desk team

• Working on issues escalated by the day shift, ensuring you maintain the documentation and communication for the issue.
• Identifying when business-critical IT services are impacted and adjusting the ticket priority accordingly.
• Working within your team to identify the fix and any underlying issues that could cause repeat issues. Report this to the Team Leader for review.
• Communicate any ongoing issues to relevant teams including the day shift engineers to ensure no time is wasted on repeat troubleshooting. Responding to backup monitoring tickets to ensure successful backups have been taken based on the customer’s schedules.
• Fix any issues with backup errors or failures.
• Raising cases with 3rd party backup vendors for supported products.
• Executing disaster recovery plans if required by customer within the SLAs provided.

​What we’re looking for:

• Proven customer service/helpdesk/NOC experience
• Background in supporting enterprise networks ideally holding or working with computer systems
• Experience dealing with 3rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range of technologies and services
• Proven knowledge of working in an ITIL service environment and adhering to strict SLAs- Excellent communication skills

Experience Required

• Knowledge of Microsoft Windows Server
• Knowledge of Hypervisors Hyper-V 2012 R2 and above and VMware vSphere 5.0 and above in an enterprise environment
• Good understanding on mail technologies
• Good knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, and vLANs
• Experience in installing, configuring and managing switches and routers.
• Should have strong technical experience/expertise with backup software
• Experience of patch management deployment/Windows Software Update Services
• Good knowledge of Microsoft Windows 7 and above
• Good experience with monitoring tools
• Experience with Customer oriented services

Benefits:

• Competitive salary package
• Professional training courses
• Dynamic work environment
• Sports subscription