24/7 NOC Engineer

As a Network Analyst you will be the front line of our Network Operations team with a high focus on meeting our customer’s networking demands. Your primary focus will be in one or more of the areas below: Acting as first point of contact for all customer Incidents and Service Requests. Monitoring the performance of network systems, identifying network capacity constraints.Management of releases across the enterprise and our customers, spanning multiple software and hardware vendors

Job title:

24/7 NOC Engineer

Job Description:

What you’ll be doing:

• Be the first point of escalation for customer generated calls
• Log faults and service requests on our Remedy system, carry out initial diagnostics and look to resolve 95+% of all faults and requests.
• Work within strict SLA’s to provide our customers with a timely resolution.
• Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
• Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly
• Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco and Adtran)
• Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third-party suppliers’ systems.
• Liaise with 3rd party engineers/SMCs on the phone to work towards fault resolution
• Provide support and carry out remote configurations and link checks for our field engineers
• Actively monitor the networks using our network monitoring system Solarwinds

What we’re looking for:

• Proven customer service/helpdesk/NOC experience
• Background in supporting enterprise networks ideally holding or working towards Cisco CCNA qualification or able to demonstrate equivalent experience
• Experience dealing with 3 rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range to technologies and services
• Proven knowledge if working in an ITIL service environment and adhering to strict SLA’s
• Ability to deliver consistent performance in a high-pressure environment with excellent attention to detail
• Excellent communication skills
• Security Cleared or ability to achieve Security Clearance

About Capita TSS

Capita is a consulting, transformation and digital services business. We provide innovative solutions to help businesses and the public sector operate effectively and efficiently whilst transforming customer and citizen experience

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location:

Glasgow

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent