Briefing - Shift position - 4 on/4 off, on-site (even for the night shift) 2 days, 2 nights (6 am-6 pm) Close proximity with a vehicle Teams paired up with other sites - always be covered Workload - 40/50 tickets which the teams are working through - triage to higher level Eligible for SC clearance. 1 year minimum experience at a service desk with 10% shift allowance. Job Description Overall purpose of the job: Responsible for providing first level customer support to our large and diverse client base ensuring Service Levels are maintained, the ticketing system is fully up to date. Key responsibilities for this job: Investigate and resolve helpdesk incidents assigned to you with speedy fixes ensuring the ticketing system is fully updated. Monitor networks and equipment using applicable software (SolarWinds//PRTG/RMM/FMC etc), raising incidents as appropriate, investigating and resolving where possible or engaging the correct resolving teams while owning the incident to resolution. Ensure all network alarms and events are acknowledged and appropriately dealt with during your shift. Any ongoing issues are to be documented for shift handover. Ensure the NOC Manager is kept informed of all service affecting incidents and appropriate escalations are made, where relevant. Where appropriate and as advised by your line manager, provide DC smart hands services to support existing Smart Hands team. This could include cabling, visual inspections, providing escorts and other duties within the data centre as required. Knowledge and experience required: Minimum 1 years’ experience in a Service Desk/NOC environment Experience in working with Cisco routers and switches – minimum CCNA desirable Some experience in troubleshooting and maintaining Firewalls and/or Security Event management desirable. Must obtain/retain SC clearance