ITOC Support Engineer

Centre People; City Of London; On-site; GBP 27,000 - 32,000; Full time

Job summary

A leading IT and telecommunications firm in central London is seeking a communicative ITOC Support Engineer to manage IoT/Network alerts and provide customer support. The position requires strong networking knowledge, fluent English, and experience in customer service. It is a full-time role with shift work, offering a competitive salary and additional benefits. Flexible working hours may be required.

Benefits

£1,300 shift allowance

All transport costs covered (up to Zone 6)

Qualifications

• Fluency in English, verbal and written required.
• Proven history in customer service.
• Experience in network troubleshooting.

Responsibilities

• Manage IoT/Network alerts and fault calls.
• Update trouble ticket systems with fault history.
• Contact 3rd party suppliers for trouble resolution.
• Visit customer sites as necessary for troubleshooting.
• Support remote engineers with service tests.

Skills

MS Office Excel

MS Office Word

MS Office PowerPoint

MS Office Visio

Network infrastructure maintenance

Customer service experience

Time management

CCNP/CCNA certification

Network troubleshooting

Fluent English

Education

CCNP/CCNA certification

Job description

Benefits £1,300 shift allowance, All transport costs covered (up to Zone 6)

A highly successful IT and telecommunications services company based in central London are seeking a communicative ITOC Support Engineer to join their busy team, to carry out a variety of technical and coordination tasks to meet customer requirements. This will be shift work, with day and night shifts.

Ref: AJ46885
TYPE: Full Time, Permanent, Shift
WORKING DAYS: 4 days on (8:00 – 20:00), 4 days off, 4 days on (20:00 – 8:00)
LOCATION: Central London
SALARY: Up to £32K depending on experience + £1,300 shift allowance + All transport costs covered (up to Zone 6)
START: 1st Dec 2025

ITOC SUPPORT ENGINEER RESPONSIBILITIES

• Manage a variety of IoT / Network (Data, Voice, Mobile services) alerts /reports and customer fault calls from internal technical divisions & customers (service portal /ticket system /email /telephone)
• Update trouble ticket systems and customer documentation with fault history
• Contact and co-ordinate 3rd party suppliers, Mobile Operators, or other resources, to help achieve trouble resolution
• Notify the On Call Support / LM of issues which require escalation, customer questions /complaints or requirements & new business opportunities
• Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work
• Carry out BAU tasks with a high level of accuracy and professionalism such as, and not limited to, tape changes, system administrations and reporting
• Attend customer meetings regarding issue, projects or maintenance contract work
• Create ad-hoc reports concerning customer issues as and when required
• Support remote engineers with service tests related to both network and mobile services (SMS, mobile Data, ecalls)
• Work within ICT Operations Division on 24/365 maintenance rota and as replacement of colleagues when necessary
• Travel and customer offices throughout Europe for business purposes as and when required
• Provide technical support, create design and proposals for customers
• Update internal data base for ITOC
• Communicate with vendors/carrier/customers about change requests and planned/emergency maintenance notifications.
• Execute ad hoc requests from the line managers

ITOC SUPPORT ENGINEER IDEAL CANDIDATE

• Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio
• Knowledge and proficiency in maintenance and installation of network infrastructure, security, server or virtualization
• Fluent English language skills required (verbal and written)
• Ability to investigate and source answers to various service portals, ticket, email and telephone enquiries
• Proven customer service and facing experience, at all customer levels
• Flexible approach, able to work outside of normal working hours when requested
• Strong time management/multi tasking & organisational skills
• Good communication with customers, colleagues and related 3rd party vendors
• A valid CCNP/CCNA, JNCIP certification, IoT /mobile networking experience will be an advantage
• Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers
• Strong work ethic and reliable time keeping and attendance

All applicants must have the right to work in the UK as the Company is not able to offer visa support.