NOC Technician Blackburn, England
Job description
At Maintel we’re focused on delivering outcomes – not technology. We partner with some of the world’s leading technology companies and wrap around the skills and services from our professional and managed services teams, to help our customers achieve their goals.
We are a fun, dynamic company with a team of over 500 people who are passionate about what we do – providing cloud communications and managed services solutions.
We are looking for like-minded people who share our enthusiasm and want to be part of an innovative, fast-paced environment.
About the role
As a Technical Desk Technician, you will be working within our (Network Operations Centre) NOC in Blackburn providing reliable and optimised, secure highly available network infrastructure and services on a 24/7/365 basis. You will be key to supporting our customer base primarily focused on handling faults as they initially come in from either the Service Desk, the customer portal or from our monitoring platforms. These will be based around WAN, Cisco, Extreme and Aruba/HP (list not exhaustive).
What will you do?
- Tickets resolved within SLA.
- Ensure tickets are managed based on priority and age to avoid escalation and a poor customer experience Provides proactive updates to customers.
- Minimise time between updates on tickets keeping the number of tickets without an update each day to a minimum.
- Assist with field engineers who call in relating to projects and faults.
- Being on the front foot when dealing with customers and proactively asking for any information needed to progress the ticket.
- Managing workload daily as well as being available to pick up new high priority tickets at any time.
- If working on a ticket that is beyond your skillset, then use the correct process to hand over to a senior engineer to progress, to prevent unnecessary delay.
- Assisting field engineers from a support perspective who require remote support.
- Owning and managing issues logged out to our vendors such as Cisco and Extreme TAC.
- If owning a ticket, ensure that regular updates are provided.
What are we looking for?
- Ideally experience of working within a NOC.
- Awareness of technology / comms / network services.
- An understanding of ITIL service management would be advantageous.
- An understanding and experiences of the Telecommunication Industry
- An understanding and experience of Cloud Services.
- An understanding of Maintel ICON Services
- Experience of working with Maintel’s Core vendors – Cisco, Extreme, Aruba etc.
- Experience of using a Service Management tool.
- Experience of using different badged monitoring systems.
- A self-starter, someone who can work using their own initiative.
- Candidate needs to be comfortable with change.
- Very good verbal and written communication skills.
- Excellent at problem solving.
- Excellent customer service skills.
- Willingness to be flexible and get involved in all areas.
- Able to effectively manage multiple tasks simultaneously.
- Able to work in a team to manage overall objectives.
- Ability to understand and follow relevant processes.
- Ability to articulate a situation to someone supporting them for guidance.
Equal Opportunities
Within Maintel we're proud of the talent and diversity within our teams and committed to creating equality of opportunity for all employees and applicants alike.
We are all unique in ways you can and cannot see, and we aim to attract, develop and nurture talent to continue to make Maintel a great place to work.
We have fully embraced hybrid working and this has been implemented across all of our office locations. Our offices are fully accessible, and we also offer agile working opportunities in many of our roles.
Maintel do not accept unsolicited CVs. Any unsolicited CVs sent by your company to us – that is to say, in any situation where we have not directly engaged your company in writing to supply candidates for a specific vacancy – will be considered by us to be a “free gift”, leaving us liable for no fees whatsoever should we choose to contact the candidate directly and engage the candidate’s services, and will in no way establish any prior claim by your company to representation of that candidate should the candidate’s details also be submitted by any other party.
Job Types: Full-time, Permanent
Salary: Up to £23,000.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Work Location: In person
Reference ID: 2501
