Join to apply for the NOC Tier 1 Engineer role at Intercity
Overview
Intercity Technology is seeking a dedicated and customer-focused NOC Tier 1 Engineer to join our dynamic team located in our Bolton office. Your role will encompass a range of first-line services, including initial customer contact and ongoing service management through to closure. You will utilise Intercity and third-party systems and processes to execute your role effectively. Above all, you will provide a customer-sensitive and responsive service while adopting a systematic, disciplined, and analytical approach to handling faults and service requests. Maintaining customer confidence through a friendly presence and helpful attitude is paramount.
Key Responsibilities
* Customer Support: Provide first contact telephone and email reception in support of ISOC delivered services.
* Service Management: Follow agreed triage, incident, and service request procedures in accordance with prescribed standards and service levels.
* System Utilisation: Utilise and manage Intercity ticketing system and other third-party systems to fulfil service requirements.
* Independent Work: Work without continuous supervision and provide professional support services to Intercity customers.
* Reporting: Assist in preparing internal and/or customer-facing reports.
* Information Gathering: Use the internet and other sources of information as required to progress service delivery.
* Client Liaison: Liaise with clients to analyse, review, identify, and develop relationships that meet/exceed customer needs.
* Customer Satisfaction: Contribute to the highest levels of prospect and customer satisfaction.
* Service Improvement: Recommend improvements to Intercity services and service quality.
* Vendor Solutions: Become an Intercity champion for key vendor solutions, including CheckPoint and Cyglass, triaging incidents/requests/changes through to implementation or remediation. Lead vendor communication and ensure regular updates are sent to customers, maintaining SLA compliance.
Education and Qualifications
* IT Degree is desirable.
* Check Point, Juniper, Cisco, Extreme, Aruba, Exinda accreditation is desirable.
Experience and Knowledge
* A minimum of one year’s recent experience working in a technical help desk or IT service desk role.
* Familiarity with key IT concepts and commonly used terminology.
* Previous ITIL experience is desirable.
* Previous customer service training is desirable.
* Experience with shift working, including unsociable hours, is desirable.
Competencies and Skills
* Excellent interpersonal, written, and verbal communication skills.
* Ability to work under pressure, multitask between simultaneous events, and respond to deadlines.
* Flexible, tenacious, highly self-motivated, and committed to achieving goals.
Full training will be provided on Core Intercity Products, and a Team Leader will work with the successful candidate to plan career progression and the training/experience required.
What We Offer
* 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
* Annual pay reviews.
* Holiday buy scheme.
* All-company bonus scheme.
* Death in service cover.
* Employee assistance programme.
* Company pension.
* Active social calendar.
* A strong focus on developing our people.
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
Our vision is to be the best technology partner to work for and with. We are committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner; for more information please see our privacy policy on our website.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Information Technology
* Industries: Technology, Information and Media
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