|Job Ref:||204701968||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||City:||Cheltenham||Address:||Post Code:||GL50||Salary:||£16000 - £28000/annum||Post Date:||24/10/2016 08:53|
NOC Operator 1st Line Support |
The role of the 1st line support NOC Operator is to ensure that first line support is consistently provided and remains at a high level ensuring SLAs are met and recorded accordingly and that the use and escalation to internal and external services are utilised as and when they are required.
Liaise directly with Customers, vendors and suppliers in a courteous professional manner
Responsible for the administration of first line NOC working practices and procedures
Competent operation of internal telephony system.
Manage update/changes of relevant first line documents in various procedure binders and online accessible locations whenever directed
Owner of end to end first line ticket management, ensuring that all tickets are logged, updated and communicated correctly with detailed information and escalated to the correct technical level
Maintain managed excel repair service inventory as directed.
Be familiar with all hardware and software systems
Networking with colleagues to maintain awareness of internal environment.
Competent use of IT Tools (printing, file system)
Knowledge of internal and external SLA impacting processes ie goods in/out
Back up customer and internal IT infrastructure as required.
Generating standard customer reports such as weekly or monthly excel reports.
AMR Process operation (Internal)
MRS Process operation (Internal)
Basic operation customer networks, logging in and understanding events
Functional escalation of incidents as required.
V1 Ticket Control and administration.
Ticket Categorisation based on Procedures Manual information.
Responsible for monthly and weekly customer calls
Highlight facilities issues
Responsible for NOC Handover completion.
Control and ownership of all 1st line NOC activities
Ensure processes are followed achieving committed SLAs and KPIs.
Adhere to all NOC Procedures.
Achieve customer satisfaction with regards to network performance.
Participate in 24 x 7 Roster.
Will be responsible for proper operation of the NOC.
Awareness of ITILv3. Foundation accreditation an advantage
CompTIA N+, CompTIA A+ or working towards qualification
CCNA qualifications, or working towards CCNA
Working experience in a NOC environment
If your skills and experience match this role, please forward your CV in a word format
Elliott James Recruitment is acting as an Employment Agency in relation to this vacancy