NOC Analyst

CAE Technology Services Limited; Watford; On-site; GBP 30,000 - 40,000; Full time

Job summary

CAE Technology Services Limited is seeking a NOC Analyst to deliver 1st line support for CAE’s customer base 24x7. The role emphasizes strong technical skills combined with exceptional customer service and the ability to handle multiple work streams in a fast-paced environment.

You will need to be highly organized, adaptable and proactive, with experience in IP networking and Cisco environments, ready to liaise with sales and other departments to resolve issues and improve service delivery.

Qualifications

• 2 years previous experience of working in a NOC.
• Experience with MSP or reseller environments.
• Ability to troubleshoot incidents and fulfil service requests.
• Excellent written and verbal communication skills.
• Understanding IP networking with focus on Cisco environments.

Responsibilities

• Provide first line support within CAE’s NOC function.
• Call ownership: creation, update, closure of tickets.
• Monitor customer networks via LogicMonitor.
• Liaise with internal and external stakeholders.
• Escalate calls when required.
• Maintain high levels of customer satisfaction.

Skills

Communication Skills

Troubleshooting

Team Collaboration

Monitoring Tools

Proactive & Responsive

Networking Awareness

Process Adherence

Health & Safety

Cisco/Palo Alto Experience

Tools

LogicMonitor

Cisco devices

Palo Alto devices

Job description

The NOC Analyst provides 1st linesupport to CAE’s customer base 24x7. Central to the NOC operation, excellent technical skills should be combined with first class customer services.

As a NOC Analyst you will need to be highly organised, disciplined and adaptable with excellent communication skills. You must be willing to get stuck in with day-to-day operational tasks, handle high volumes of work and run multiple work streams.

In addition to this you must:

• Be able to adapt your communication style to the audience you are presented with
• Demonstrate the ability to build cross-departmental relationships (sales etc.)
• Be passionate about the technology that you support
• Have a keen eye for detail and observational skills
• Be able to work to deadlines
• Be confident and approachable
• Key Performance Indicators
• Responding to all stakeholder within strict SLAs
• First time fix ratios
• Proactive updating of all assigned tickets
• Call Resolution
• Customer Satisfaction (Team and Individual)

Duties and Responsibilities:

Provide 1stline support within CAE’s NOC function including:

• Provide first class customer service to all stakeholder

Provide 1stline IT support as required:

• Call Ownership – Ticket Creation, Update, Closure
• Understanding of IP networking with a focus towards Cisco environments and devices
• Troubleshooting, diagnosis and resolution of IT problems (could include being dispatched to a customer site)
• Troubleshooting, diagnosis and resolution of router/switch/firewall technologies
• Monitoring of customer networks/estates via LogicMonitor
• Liaison with internal and external stakeholders
• Liaison with 3rdparty suppliers
• Call escalation

Qualifications/Skills:

• Exemplary Communication Skills
• Abilityto troubleshoot incidents and fulfil service requests.
• Working closely with 2ndand 3rdline engineers to resolve customer issues.
• Experience with LogicMonitor or similar monitoring platforms.
• Proactive and responsive nature
• Awareness of Systems and Networking architectures
• Willing to follow, improve and devise processes and procedures
• Awareness of Health and Safety in the Work Place
• Cisco/Palo Alto hands on experience.

2 years previous experience of working in a NOC

Previous experience of working for a Managed Service Provider

This role would suit a person with experience of working within a network operation centre or someone who would like to challenge themselves within a fast paced and dynamic environment.

You will have excellent communication skills, both written and verbal.

Experience of working within an MSP or reseller will be valuable, but not essential if you are looking for a challenge.