About The Role
Join Our Team as aNOC Tier 1 Engineer!
Intercity Technology is seeking a dedicated and customer-focusedNOC 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 aNOC Tier 1 Engineer:
* 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.
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:
o The no. 1 best telecoms company to work for
o 9th best mid-sized company in the UK to work for!
o 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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