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Network Operation Centre Engineer

Circle IT | Network Operation Centre Enginer

Role Spec

Location: Cardiff

Position: Full Time / Permanent

Salary: Range- £25k-£35k, dependent on experience

About the Role

We have an exciting opportunity for a Networking professional to join our team at Circle IT. The NOC Engineer is responsible for providing an efficient and reliable NOC service to our customers (2nd line) through poractive monitoring, network troubleshooting activites etc. As a reliable point of contact at Circle IT for NOC queries, the NOC Engineer will be expected to liaies with 3rd parties, internal escalaions from the service desk and other company stakeholders, which will include providing effective project support to our project engineers.

There is the requirement to carry out a full DBS check as part of this role.

Main Duties and Responsibilities

  • Responsible for assisting the customer with their questions about supported network infrastructures and platforms to the best of his/her ability, in a customer facing, professional and courteous manner.

  • Be the main point of contact for escalation for multi-user network issues and escalations from Service Desk Analysts where they’ve not been able to resolve an issue.

  • Responsible for own queue and time management.

  • Responsible for proactive monitoring and remediation of customer network infrastructures.

  • Establish clear escalation paths for all network-related queries. Creation of action plans with key communication to clients for problem tickets.

  • Assisting project delivery engineers with design and remote implementation of network projects.

  • Produce and update documentation and network diagrams.

  • Research questions using a variety of manuals and resources

  • Familiar with the research and information resources and knowledge bases at hand.

  • Log information on tickets and calls received, where required and maintain detailed and accurate records.

  • Interpret instructions, issues arising, and implement actions according to administrative policies and procedures.

  • Communicate and liaise verbally and in writing between customers / suppliers / visitors / enquirers and relevant staff, respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions. 

  • Establish and maintain effective working relationships with co-workers, supervisors and customers.

  • Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willing to learn as he/she progresses in the position and as faced with new questions and situations.    

  • Keeping abreast of current IT and solution trends, technologies, system information, problems, changes and updates relevant to Circle IT’s user community.

  • Travelling to customer sites may be required. 

  • Supporting Circle IT’s internal team with tasks assigned to them.

About You

Qualifications, experience & knowledge

  • Experience of working in an IT networking support role within a professional or corporate environment.

  • Experience of delivering excellent customer service.

  • Experience of working to strict SLAs and exposure to SLA management.

  • Experience of working in a fast paced environment.

  • Full UK driving license and access to own car.

  • Able and happy to complete an enhanced DBS check 

  • An understanding and appreciation of Windows Server, Virtualisation and Storage technologies (desirable)

 

Skills (including technical)

  • Networking skills in the following areas: 

    • CCNA qualification or equivalent demonstrable experience. 
    • Firewalls – Support and configuration
    • Layer 1- Understanding of fibre optic cabling, constraints, technologies, grades, distances, applications, inc. OM1,2,3,4 SM1,SM2, 850nm - 1510nm technologies.
    • Switching – support and configuration of:L2, STP, MSTP, RSTP, PVST ; 802.3ad, 802.3aq, 802.1x ; Ether channelling, Port Channels.  
    • Routing – support and configuration of: HSRP / VRRP ; Pv4 
    • Wireless infrastructure – support of: Controllers, Autonomous and Lightweight Aps
  • Excellent customer service and communication skills.

  • Excellent customer engagement skills - telephone, email and face-to-face.

  • Strong prioritisation, configuration, installation and troubleshooting skills.

  • Able to work unsupervised, with effective time management skills.

  • Approach- Proactive, dynamic, enthusiastic

  • Eager to learn, develop and to share knowledge with others 

  • Highly motivated and passionate about providing excellent customer service  

  • Strong team work ethic 

  • Work and behave in-line with Circle IT’s Values - Leadership, Support & Respect, Quality & Dedication, Passion & Innovation, Agility & Energy 

 

Check out some of the benefits you will enjoy as part of the Circle IT Team (Click here) 

A full job description is available by request, careers@circleit.co.uk.


Apply

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Should you not hear back from us within three weeks of submitting your application, we would like to thank you for taking an interest in working at Circle IT and confirm that you were not successful at this time.  

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