About The Role
Join Our Team as a NOC Tier 1 Engineer!
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 as a NOC Tier 1 Engineer
1. Customer Support: Provide first contact telephone and email reception in support of ISOC delivered services.
2. Service Management: Follow agreed triage, incident, and service request procedures in accordance with prescribed standards and service levels.
3. System Utilisation: Utilise and manage Intercity ticketing system and other third-party systems to fulfil service requirements.
4. Independent Work: Work without continuous supervision and provide professional support services to Intercity customers.
5. Reporting: Assist in preparing internal and/or customer-facing reports.
6. Information Gathering: Use the internet and other sources of information as required to progress service delivery.
7. Client Liaison: Liaise with clients to analyse, review, identify, and develop relationships that meet/exceed customer needs.
8. Customer Satisfaction: Contribute to the highest levels of prospect and customer satisfaction.
9. Service Improvement: Recommend improvements to Intercity services and service quality.
10. 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.
11. Education and Qualifications:
o IT Degree is desirable.
o Check Point, Juniper, Cisco, Extreme, Aruba, Exinda accreditation is desirable.
12. Experience and Knowledge:
o A minimum of one year’s recent experience working in a technical help desk or IT service desk role.
o Familiarity with key IT concepts and commonly used terminology.
o Previous ITIL experience is desirable.
o Previous customer service training is desirable.
o Experience with shift working, including unsociable hours, is desirable.
13. Competencies and Skills:
o Excellent interpersonal, written, and verbal communication skills.
o Ability to work under pressure, multitask between simultaneous events, and respond to deadlines.
o 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), plus your entitlement will increase by one day for each full calendar year you are 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.
About You
About Us
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 Really Proud Of Our Achievements So Far
* Customer Net Promoter Score of +92
* Gold Award Investors in People Accreditation
* 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:
* The no. 1 best telecoms company to work for
* 9th best mid-sized company in the UK to work for!
* 7th best company in the West-Midlands to work for!
* Platinum Eco Vadis rating
We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be 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.
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