Description:
The Capita Network Operations Centre (NOC) based in Tannochside, are looking for a Junior L1 NOC Engineer to supplement our team providing critical support to a large customer base over a large product portfolio. The Capita Network Operations Centre (NOC) based in Tannochside, are looking for a Junior L1 NOC Engineer to supplement our team providing critical support to a large customer base over a large product portfolio. The successful candidate will be responsible for efficiently and effectively resolving networking incidents and problems, delivering best in class service across a critical client base. This is an ideal opportunity for someone starting out in their technical journey and looking to build a career in Network Operations.
What you will be doing
- Actively monitor the supported networks using our network monitoring system Solarwinds
- Provide front line support for WAN/LAN Networks and Security products ensuring timely resolutions
- Log incidents and service requests on our ITSM Platform, carry out initial diagnostics and investigations for all incidents and requests received
- Work within strict SLA's to provide our customers with a timely updates and resolution
- Ensure all tickets are up to date and in hand at the end of shift, handing over any outstanding issues to 24/7 NOC Operations shift staff
- Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly
- 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
- Troubleshoot fault across a wide array of Routers, Switches and security appliances particularly Cisco, Juniper, Fortinet and Palo Alto
- Provide support and carry out remote configurations and link checks for our field engineers
What we are looking for:
- Demonstrable experience in providing excellent customer service in an IT Helpdesk or NOC environment and adhering to strict SLA's
- Ability to demonstrate experience in resolving IT/Networking issues and in timely escalation where issue is beyond your capabilities
- Holding or actively working towards Cisco CCNA or equivalent certification
- Experience dealing with 3rd Party Suppliers, ensuring they deliver resolutions within SLA's, escalating where appropriate, to ensure timely resolution of issues across a wide range to technologies and services is achieved at all times
- Ability to deliver consistent performance in a high-pressure environment with excellent attention to detail
- Excellent communication skills
- Ability to achieve Security Clearance to at least SC level