2nd Line NOC Engineer

Job Title: 2nd Line NOC Engineer Hours: Full Time Location: B90 Pay: 27,000 - 35,000 + Bonus Benefits: Bonus Scheme, Private Medical Insurance, Income Protection, Life assurance, Pension, 33 Days Holiday inc BH, Cycle 2 Work Scheme + many more. Match Recruitment has an exciting opportunity available for a 2nd Line NOC Engineer to join a thriving technology company based in Solihull on a full time, permanent basis, in return you will receive a competitive salary of 27,000 - 35,000 per annum + an excellent benefits package. 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 role is a key position within the organisation and will be instrumental in building customer relationships, delivery of Services and customer retention. Key responsibilities of our 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? * An IT qualification e.g. CCNA * 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 If you feel you are the right candidate for the role as 2nd Line NOC Engineer then please click 'apply' now! We'd love to hear from you! Responsibilities: Job Title: 2nd Line NOC Engineer Hours: Full Time Location: B90 Pay: 27,000 - 35,000 + Bonus Benefits: Bonus Scheme, Private Medical Insurance, Income Protection, Life assurance, Pension, 33 Days Holiday inc BH, Cycle 2 Work Scheme + many more. Match Recruitment has an exciting opportunity available for a 2nd Line NOC Engineer to join a thriving technology company based in Solihull on a full time, permanent basis, in return you will receive a competitive salary of 27,000 - 35,000 per annum + an excellent benefits package. 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 role is a key position within the organisation and will be instrumental in building customer relationships, delivery of Services and customer retention. Key responsibilities of our 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? An IT qualification e.g. CCNA 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