NOC Engineer, Network Engineer CCNP

  • Job Reference: BBBH1737
  • Date Posted: 9 April 2019
  • Recruiter: Imperative People
  • Location: West Midlands
  • Salary: £35,000
  • Sector: Networking
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

NOC Engineer, CCNP, Network Engineer,

Leading Networking & Connectivity business has an exciting opportunity available for a 2nd Line NOC Engineer to join their West Midlands NOC

The 2nd Line NOC Engineer role:

You will provide a single point of contact for our customers to report network faults. The Network Operations Centre provides support 24 x 7 x 365 across the entire client base whilst delivering an excellent customer service experience.

The NOC Engineer is a key position within this organisation and will be instrumental in building customer relationships, delivery of Services and customer retention.

Key responsibilities 2nd Line NOC Engineer:

  • Delivery of a world class customer service experience
  • Supplier Management
  • Create and submit knowledge article to increase 1st time fix rates
  • Maintain & update NOC processes and procedures
  • Maintaining and updating the fault management systems throughout the Incident lifecycle
  • Engaging and proactively feedback on system and process improvement
  • Providing the customer with a key contact during the incident lifecycle
  • Working as part of the NOC, acting as an escalation point for all network incidents that cannot be resolved by 1st line team
  • Manage internal and external suppliers, ensuring total ownership of escalated incidents through to resolution ensuring timely escalation of network incidents to 3rd line when required
  • Prioritising incidents and requests to ensure all primary and secondary SLA's are met and customer satisfaction is both maintained and exceeded
  • Responding to customer requests in a timely and professional manner providing clear and consistent communication

What is needed become our 2nd Line NOC Engineer?

  • Minimum CCNA + 3 years
  • Ideally gained or working towards CCNP
  • Previous experience firewall fault finding & change implementation
  • Good understanding of helpdesk or customer service environment
  • Ideally previous work experience within a busy customer service centre in a Telecoms, Data Centre
  • Able to demonstrate previous experience of working high pressure environments and dealing with pressurised situations
  • A good understanding of networking across multiple technologies & vendor hardware

To discuss this role and to speak to the recruiting consultant, apply to this now, reply to the link or apply via the website.