The 2nd Line NOC Engineer is responsible for handling more complex network issues, advance trouble shooting and deeper diagnostics. They handle escalations from the 1st Line engineers & work on major incidents. Whilst support the training and development of new and existing engineers.
Customer Support & Service Excellence
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o Proved detailed advice and guidance to all customers in the effective use of systems, products and services, supporting non-technical end users.
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o Utilise expertise to ensure customers receive the best in connectivity and service.
* For all requests that cannot be resolved immediately, provide an effective interface between customers and service [providers, supplying necessary diagnostic information
Technical Support & Incident Management
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o Act as a technical escalation point on the support desk through out the scheduled shift
* Handle high-priority issues within the support function and maintain responsibility until resolution.
* Ensure the team follows the process for ticket management: Opening, updating, passing, resolving and closing tickets.
* Manage all customer incidents and requests, ensuring resolution with agreed timescales and escalating where necessary.
* Use judgment to review active support tickets, monitor progress, and apply escalation procedures for unresolved problems.
Training & Development
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o Provide support to 1st Line NOC Engineers in the effective use of system, products and services.
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o Assist in the training and development of New Starters.
* Ensure all Knowledge based articles are kept up to date an fit for purpose.