Senior Support Analyst (NOC)

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View: 103

Update day: 07-05-2024

Location: York Yorkshire and the Humber

Category: Telecommunications

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Role Introduction

We are looking for an experienced Senior Support Analyst to join our Network Operations Centre (NOC) providing 24/7 infrastructure monitoring including response and resolution as well as providing technical support to our customers. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service in line with SLAs.

You will work on a rota basis which will involve working in a 12-hour shift pattern including both days and nights.

What You Will Do

  • Providing 1st and 2nd line support and fixes to infrastructure events and end users
  • Providing front-line advice and service to all end-users on software and hardware related problems out of hours for any 24/7 customers
  • Ensuring timely resolution of requests in line with a published Service Level Agreements (SLAs)
  • Escalation of requests and incidents where necessary working with resolver teams through to resolution.
  • Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

What You Will Have

  • You will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
  • Experience of using monitoring tools and management of alerts
  • A good understanding and knowledge of ITSM practices and procedures
  • Good knowledge of enterprise-level IT systems and services
  • Experience in the co-ordination of issue resolution to agreed service levels and targets
  • The ability to self-organise and prioritise workload
  • Excellent communication and inter-personal skills
  • A proactive approach to self-development

What We Do For You

Wellbeing focussed – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
  • Generous Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
  • Summer Fridays– Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week)
  • Employee Assistance Programme– Free advice, support, and confidential counselling available 24/7 through Care First
Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important
  • Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
  • Income protection insurance– Providing you with support and assistance when you need it most
  • Life insurance - 4x times salary to help give you and your loved ones peace of mind
Personal Growth- Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
  • Development Programmes– From Future Managers to Leadership Training, our development programmes help you get where you need to go
  • 65% Internal Mobility –Committed to the development & growth of our people with 65% of our experienced roles filled by our own people
  • Profit Share– Our Group-wide bonus scheme enables you to reap the rewards of your success
Recognition– Highlighting and rewarding the great work our people do
  • Top Achievers Club – Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees – read about what it’s like!
  • Tiered Recognition Bonus –There are many ways you can make an impact in the business, which are rewarded with one-off financial rewards like Spot Bonuses, Values Awards, Hero Awards
  • Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
Making a Difference – we provide opportunities to help our people make a difference to the causes they care about
  • MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
  • Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
  • Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are

We are one the UK’s largest tech companies, and our products sit at the heart of some of the country’s best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.
Find out more about the next steps once you’ve applied here - careers.oneadvanced.com/how- we-hire
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Deadline: 21-06-2024

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