NOC Tier 1 Engineer

Intercity Technology is seeking a dedicated and customer-focused NOC Tier 1 Engineer to join our dynamic team located in our Bolton office. Your role will encompass a range of first-line services, including initial customer contact and ongoing service management through to closure. You will utilise Intercity and third-party systems and processes to execute your role effectively. Above all, you will provide a customer-sensitive and responsive service while adopting a systematic, disciplined, and analytical approach to handling faults and service requests. Maintaining customer confidence through a friendly presence and helpful attitude is paramount.

Key Responsibilities as a NOC Tier 1 Engineer:

• Customer Support: Provide first contact telephone and email reception in support of ISOC delivered services.
• Service Management: Follow agreed triage, incident, and service request procedures in accordance with prescribed standards and service levels.
• System Utilisation: Utilise and manage Intercity ticketing system and other third-party systems to fulfil service requirements.
• Independent Work: Work without continuous supervision and provide professional support services to Intercity customers.
• Reporting: Assist in preparing internal and/or customer-facing reports.
• Information Gathering: Use the internet and other sources of information as required to progress service delivery.
• Client Liaison: Liaise with clients to analyse, review, identify, and develop relationships that meet/exceed customer needs.
• Customer Satisfaction: Contribute to the highest levels of prospect and customer satisfaction.
• Service Improvement: Recommend improvements to Intercity services and service quality.
• Vendor Solutions: Become an Intercity champion for key vendor solutions, including CheckPoint and Cyglass, triaging incidents/requests/changes through to implementation or remediation. Lead vendor communication and ensure regular updates are sent to customers, maintaining SLA compliance.

• Education and Qualifications:
• IT Degree is desirable.
• Check Point, Juniper, Cisco, Extreme, Aruba, Exinda accreditation is desirable.
• Experience and Knowledge:
• A minimum of one year’s recent experience working in a technical help desk or IT service desk role.
• Familiarity with key IT concepts and commonly used terminology.
• Previous ITIL experience is desirable.
• Previous customer service training is desirable.
• Experience with shift working, including unsociable hours, is desirable.
• Competencies and Skills:
• Excellent interpersonal, written, and verbal communication skills.
• Ability to work under pressure, multitask between simultaneous events, and respond to deadlines.
• Flexible, tenacious, highly self-motivated, and committed to achieving goals.

Full training will be provided on Core Intercity Products, and a Team Leader will work with the successful candidate to plan career progression and the training/experience required.