NOC Tier 1 Engineer

Intercity; Bolton; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading technology solutions provider as a NOC Tier 1 Engineer in Bolton, delivering exceptional customer support and managing incidents effectively. This role offers a dynamic work environment and the opportunity for career growth through comprehensive training. Enjoy a strong benefits package and work alongside a dedicated team committed to customer satisfaction.

Benefits

33 days holiday plus additional days with tenure

Annual pay reviews

Holiday buy scheme

Company-wide bonus scheme

Death in service cover

Employee assistance programme

Company pension

Active social calendar

Focus on professional development

Qualifications

• Minimum of one year’s experience in a technical help desk or IT service desk role.
• Familiar with IT concepts and terminology.
• Previous customer service training desirable.

Responsibilities

• Provide first contact for customer support via phone and email.
• Follow incident and service request procedures.
• Liaise with clients to enhance service delivery.

Skills

Interpersonal Communication

Multitasking

Analytical Skills

Education

IT Degree

Tools

ITIL

Check Point

Cisco

Job description

About The Role

Join Our Team as a NOC Tier 1 Engineer!

Intercity Technology is seeking a dedicated and customer-focused NOC Tier 1 Engineer to join our dynamic team located in our Bolton office. Your role will encompass a range of first-line services, including initial customer contact and ongoing service management through to closure. You will utilise Intercity and third-party systems and processes to execute your role effectively. Above all, you will provide a customer-sensitive and responsive service while adopting a systematic, disciplined, and analytical approach to handling faults and service requests. Maintaining customer confidence through a friendly presence and helpful attitude is paramount.

Key Responsibilities as a NOC Tier 1 Engineer

• Customer Support: Provide first contact telephone and email reception in support of ISOC delivered services.
• Service Management: Follow agreed triage, incident, and service request procedures in accordance with prescribed standards and service levels.
• System Utilisation: Utilise and manage Intercity ticketing system and other third-party systems to fulfil service requirements.
• Independent Work: Work without continuous supervision and provide professional support services to Intercity customers.
• Reporting: Assist in preparing internal and/or customer-facing reports.
• Information Gathering: Use the internet and other sources of information as required to progress service delivery.
• Client Liaison: Liaise with clients to analyse, review, identify, and develop relationships that meet/exceed customer needs.
• Customer Satisfaction: Contribute to the highest levels of prospect and customer satisfaction.
• Service Improvement: Recommend improvements to Intercity services and service quality.
• Vendor Solutions: Become an Intercity champion for key vendor solutions, including CheckPoint and Cyglass, triaging incidents/requests/changes through to implementation or remediation. Lead vendor communication and ensure regular updates are sent to customers, maintaining SLA compliance.

Education and Qualifications

• IT Degree is desirable.
• Check Point, Juniper, Cisco, Extreme, Aruba, Exinda accreditation is desirable.

Experience and Knowledge

• A minimum of one year’s recent experience working in a technical help desk or IT service desk role.
• Familiarity with key IT concepts and commonly used terminology.
• Previous ITIL experience is desirable.
• Previous customer service training is desirable.
• Experience with shift working, including unsociable hours, is desirable.

Competencies and Skills

• Excellent interpersonal, written, and verbal communication skills.
• Ability to work under pressure, multitask between simultaneous events, and respond to deadlines.
• Flexible, tenacious, highly self-motivated, and committed to achieving goals.

Full training will be provided on Core Intercity Products, and a Team Leader will work with the successful candidate to plan career progression and the training/experience required.

What We Offer

• 33 days holiday (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days.
• Annual pay reviews.
• Holiday buy scheme.
• All-company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• A strong focus on developing our people.

About You & Us

Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.

Our Vision Is To Be The Best Technology Partner To Work For And With – We Are Really Proud Of Our Achievements So Far

• Customer Net Promoter Score of +92
• Gold Award Investors in People Accreditation
• 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:
• The no. 1 best telecoms company to work for
• 9th best mid-sized company in the UK to work for!
• 7th best company in the West-Midlands to work for!

• Platinum Eco Vadis rating

We are committed to equal opportunities and welcome all applications. Successful candidates will be subject to pre-employment checks to ensure compliance with our ISO27001 and Cyber Essentials Plus certifications. We handle all personal information securely, as detailed in our privacy policy on our website.