2nd Line Network Support

Match Recruit; Metropolitan Borough of Solihull; On-site; GBP 27,000 - 35,000; Full time

Job summary

A leading technology company based in Solihull is seeking a 2nd Line Network Support Engineer for a full-time position. The successful candidate will be the point of contact for customer network faults and will need to deliver world-class service while managing incidents and supporting processes. Ideal candidates should have CCNP knowledge, experience with firewall fault finding, and a solid understanding of customer service in a telecoms environment. The role offers a competitive salary between £27,000 and £35,000 plus a comprehensive benefits package.

Benefits

Bonus Scheme

Private Medical Insurance

Income Protection

Life Assurance

Pension

33 Days Holiday including Bank Holidays

Cycle to Work Scheme

Qualifications

• Experience or working towards CCNP certification.
• Previous experience in firewall fault finding and change implementation.
• Good understanding of helpdesk or customer service environments.
• Experience working in a Telecoms or Data Centre.
• Ability to work under pressure and deal with challenging situations.
• Understanding of multiple technologies and vendor hardware.

Responsibilities

• Deliver world-class customer service experience.
• Create and submit knowledge articles to increase first-time fix rates.
• Maintain and update NOC processes and procedures.
• Manage incident lifecycle and fault management systems.
• Engage in system and process improvement feedback.
• Act as a key contact during incident lifecycle.
• Manage escalated incidents and supplier engagements.
• Prioritise incidents to maintain SLAs and customer satisfaction.
• Respond to customer requests in a timely manner.

Skills

CCNP

Firewall fault finding

Helpdesk experience

Customer service skills

Networking knowledge

Job description

2nd Line Network Support/ 2nd Line NOC Engineer

Job Title: 2nd Line Network Support Engineer/ 2nd Line NOC Engineer

Hours: Full Time

Location: B90

Benefits: Bonus Scheme, Private Medical Insurance, Income Protection, Life assurance, Pension, 33 Days Holiday inc BH, Cycle 2 Work Scheme + many more.

Match Recruitment has an exciting opportunity available for a 2nd Line Network Support Engineer to join a thriving technology company based in Solihull on a full time, permanent basis, in return you will receive a competitive salary of £27,000 - £35,000 per annum + an excellent benefits package.

You will provide a single point of contact for our customers to report network faults. The Network Operations Centre provides support 24 x 7 x 365 across the entire client base whilst delivering an excellent customer service experience.

The role is a key position within the organisation and will be instrumental in building customer relationships, delivery of Services and customer retention.

Key responsibilities of our 2nd Line Network Support Engineer:

• Delivery of a world class customer service experience
• Create and submit knowledge article to increase 1st time fix rates
• Maintain & update NOC processes and procedures
• Maintaining and updating the fault management systems throughout the Incident lifecycle
• Engaging and proactively feedback on system and process improvement
• Providing the customer with a key contact during the incident lifecycle
• Working as part of the NOC, acting as an escalation point for all network incidents that cannot be resolved by 1st line team
• Manage internal and external suppliers, ensuring total ownership of escalated incidents through to resolution ensuring timely escalation of network incidents to 3rd line when required
• Prioritising incidents and requests to ensure all primary and secondary SLA’s are met and customer satisfaction is both maintained and exceeded
• Responding to customer requests in a timely and professional manner providing clear and consistent communication

What is needed become our2nd Line Network Support Engineer?

• Ideally gained or working towards CCNP
• Previous experience firewall fault finding & change implementation
• Good understanding of helpdesk or customer service environment
• Ideally previous work experience within a busy customer service centre in a Telecoms, Data Centre
• Able to demonstrate previous experience of working high pressure environments and dealing with pressurised situations
• A good understanding of networking across multiple technologies & vendor hardware

If you feel you are the right candidate for the role as 2nd Line Network Support Engineer then please click ‘apply’ now! We’d love to hear from you!