NOC Tier 2 Engineer

Intercity; Bottom o' th' Moor; On-site; GBP 30,000 - 40,000; Full time

Job summary

A technology provider is seeking a dedicated NOC Tier 2 Engineer to deliver customer support and troubleshoot technical issues. This Bolton-based role requires self-motivation and the ability to work independently, with qualifications in IT or relevant experience. Join a supportive team culture committed to professional growth, with excellent benefits including annual pay reviews and a generous holiday scheme.

Benefits

33 days holiday including bank holidays

Annual pay reviews

Holiday buy scheme

All-company bonus scheme

Company pension

Qualifications

• Must be a British citizen.
• NPPV3 clearance is desired.
• Required to study for vendor accreditation.

Responsibilities

• Remotely support and diagnose customer system issues.
• Provide independent professional support to customers.
• Liaise with clients to enhance relationships.

Skills

Excellent interpersonal skills

Ability to work under pressure

Multitasking

Verbal communication skills

Education

Degree in an element of IT or at least one year of IT services background

Tools

Networking equipment (Routers, Switches, Firewalls)

Vendor products (Check Point, Juniper, Cisco, etc.)

Job description

Overview

Join Our Team as a NOC Tier 2 Engineer! 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.

Key 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.
• Note: Due to changing customer demands, duties and responsibilities are likely to vary from time to time, and Intercity therefore reserves the right to amend job descriptions to reflect changing requirements.

Education and Qualifications

• 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 and Knowledge

• Experience in running IT services or recent graduate in an IT-related field.
• Be familiar with the primary functions of networking equipment, i.e. Routers, Switches, Firewalls and wide area communications.
• Awareness of some of the following vendor products; Check Point, Juniper, Cisco, Extreme, Aruba, 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.

What We Offer

• 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.
• A strong focus on developing our people.

About Intercity Technology

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 is about tech. It 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 proud of our achievements: 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 select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. Were 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.