NOC Tier 2 Engineer

Intercity Technology Limited; Bolton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A technology solutions partner in Bolton is seeking a dedicated NOC Tier 2 Engineer. The role involves providing second-line support and diagnosing issues for managed services customers. Candidates should have a background in IT services or relevant degree, communication skills, and an ability to work independently. The position offers competitive benefits, including holiday, pay reviews, and pension, within a collaborative and customer-focused environment.

Benefits

33 days holiday

Annual pay reviews

Company bonus scheme

Employee assistance programme

Company pension

Qualifications

• At least one year of experience in IT services or a relevant degree.
• Must study and pass vendor accreditations.
• Desirable NPPV3 clearance.

Responsibilities

• Provide second-line support for customer IT issues.
• Work independently while supporting clients.
• Liaise with clients for service improvement.

Skills

Interpersonal skills

Multitasking

Communication skills

Problem-solving

Education

Degree in IT or related field

Vendor accreditation in IT

Tools

Networking equipment knowledge

Familiarity with Cisco products

Understanding of Check Point

Job description

Intercity Technology is seeking a dedicated and customer-focused NOC Tier 2 Engineer to join our team in Bolton. Your role will encompass a range of second-line services, including remote support and issue diagnosis for our managed services customers. You will utilise Intercity’s system management toolsets 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. This role will operate on a rota shift pattern that covers 24x7x365.

Responsibilities

• Customer Support: Remotely support and identify issues affecting customer systems and services, then perform 2nd line diagnosis with a view to resolution.
• Independent Work: Work without continuous supervision and provide professional support services to Intercity customers.
• Self‑Education: Be able to self‑educate and attain industry standard IT accreditations.
• Information Gathering: Use the internet and other sources of information to remain up to date with technical issues affecting the ICT sector.
• 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: Make recommendations on improvements to Intercity services and service quality.

Benefits

• 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year 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.

Qualifications and Experience

• At least one year's background in running IT services or a degree in an element of IT.
• Required to study for and pass agreed vendor accreditation and other recognised technical certifications.
• Must be a British citizen.
• NPPV3 (Non‑Police Personnel Vetting Version 3) clearance is desired.
• Experience in running IT services or recent graduate in an IT‑related field.
• Familiarity with the primary functions of networking equipment, i.e. routers, switches, firewalls and wide‑area communications.
• Awareness of vendor products such as Check Point, Juniper, Cisco, Extreme, Aruba, and Exinda.
• Previous customer service experience is desirable.

Competencies and Skills

• Excellent interpersonal, written, and verbal communication skills.
• Ability to work under pressure, multitask, and respond to deadlines.

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.
• 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 select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre‑employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner; for more information please see our privacy policy on our website.