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NOC Engineer

Capita
Job LocationWest Malling
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Capita Networking Solutions is looking for a NOC Engineer to be based in their office in West Malling.The NOC Engineer is the 1st line support person within the Network Operations Team. This team is a busy and dynamic team who are the central and 1st contact for our customers, field engineers and 3rd party suppliers. The successful candidate will be hardworking, a team player, methodical and have a professional telephone manner. They must be able to multi task and have a positive "can do" attitude.Responsibilities:

  • Be the first point of contact for our customers when they log a fault via the phone or email.
  • Log incoming faults on our system (Remedy), carry out initial diagnostics and look to resolve 80% of all faults and requests.
  • Work within strict SLAs to provide our customers with a timely resolution.
  • Monitor our customer support mailbox and log all requests in a timely manner according to agreed SLAs
  • Ensure all support requests are up to date and in hand at the end of each day, handing over any outstanding issues to colleagues and/or night staff.
  • Ensure that the customer is kept informed of the progress of the fault and the system is kept updated regularly
  • Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco, Juniper, Adtran, Actelis, Zhone)
  • Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third party suppliers systems.
  • Liaise with 3rd party engineers/SMCs on the phone to work towards fault resolution
  • Provide support and carry out remote configurations and link checks for our field engineers
    • Desirable skills/experience:
  • Proven customer service/helpdesk/NOC experience
  • Excellent communication skills
  • Drivers license
  • Ideally Experience working in an ITIL environment and adhering to strict SLAs
  • Attention to detail

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