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Roc Search Limited
,
London, Greater London
Customer Service Technician/Noc Engineer
Overview
Job Description
Customer Service Technician/NOC Engineer - £30,000-32,500 + 15% Shift Allowance - London My client are a leading global provider of cloud and carrier-neutral data centre, and interconnection solutions About the role: The European Customer Services Centre provides 24/7/365 support for all Data Centres. Acting as "nerve centre" for the Company it not only provides rapid first line response to their customers but also monitors the systems across all their Data Centres to ensure that we maintain "uptime" for those we service, and manage incidents and escalations in line with ITIL V3 methodology Working in a senior and technical (second line) role within the 24 x 7 shift team the CST will be responsible for handling technical platform or process-based queries either from Internal stakeholders or directly from customers Required Skills * Must have a good understanding of either data centre infrastructure or have worked in a network operation centre environment using various Monitoring Platforms. * Working knowledge and experience on alarm monitoring and the handling thereof. * Be able to detect and diagnose alerts / alarms using Network Monitoring Tools. * Respond and acting on these alerts received which data centre parameters are breaching SLA, or which major components have been impacted. * Must be able to relate these alerts to the likely service impact and manage the incident within the Incident Management Process. * Must have knowledge of Event, Incident, Problem and Change Management within an ITIL framework. * Experience working, ideally within the IT or Telecommunications industry as Network Engineer and/or a Technical Customer Support role where high standards of customer service are expected. * Experience of ticket management. Essential Skills * Fluent English and French, Spanish or German as a plus * ITIL V3 Foundation Certificate or ITIL 4 * Desirable but not essential: CCNA certification (not expired) * Educated to Degree level * Strong analytical and troubleshooting skills to determine potential service impacts from failure in data centre infrastructure. * Clear understanding of the ITIL philosophy and framework, with the ability to translate this to practical application. * Delivering results and meeting customer expectations - focuses on meeting customers' needs and ensuring their satisfaction, setting high standards for quality and quantity. Works in a systematic, methodical and orderly way consistently achieving project goals. * Interpersonal Skills - Excellent interpersonal skills, able to engage with colleagues and customers, and diffuse difficult situations. Able to provide effective customer training on customer tools. * Follows instructions and procedures - appropriately follows procedures and instruction to support both internal & external Customers, escalates appropriately. Keeps to schedules and demonstrates commitment to the organisation & colleagues. .Apply now for immediate consideration to Billy Warner at Roc Search or call on 0207 1185500 for more information As a professional company we gladly welcome applications from persons of any age and background and do not intend to discriminate with advert text and terminology.