NOC Engineer
ARO Technology
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £32,000 - £36,000 per year
Job Level
JuniorMid-Level
Tech Stack
DNSFirewallsSwitching
About the role
- Be responsible for assisting the customer with their questions about supported network infrastructures and platforms to the best of his/her ability, in a customer facing, professional and courteous manner.
- Be the main point of contact for escalation for multi-user network issues and escalations from Service Desk Analysts where they’ve not been able to resolve an issue.
- Responsible for queue and time management.
- Responsible for proactive monitoring and remediation of customer network infrastructures.Establish clear escalation paths for all network-related queries. Creation of action plans with communication to clients for problem tickets.
- Assisting project delivery engineers with design and remote implementation of network projects.
- Produce and update documentation and network diagrams.
- Technical research using a variety of manuals and resources including the internet and internal knowledge base.
- Log information in tickets to accurately reflect calls received, where required and maintain detailed and accurate records.
- Interpret instructions, issues arising, and implement actions according to administrative policies and procedures.
- Communicate and liaise verbally and in writing between customers / suppliers / visitors / enquirers and relevant staff, respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions.
- Establish and maintain effective working relationships with co-workers, supervisors and customers.
- Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willing to learn as he/she progresses in the position and as faced with new questions and situations.
- Keeping abreast of current IT and solution trends, technologies, system information, problems, changes and updates relevant to Arrow’s user community.
- Travelling to customer sites may be required.
Requirements
- Experience of working in an IT networking support role within a professional service delivery or corporate environment.
- Experience of delivering excellent customer service.
- Experience of working to strict SLAs and exposure to SLA management.
- Experience of working in a fast paced environment.
- Full UK driving license and access to own car.
- Able and happy to complete an enhanced DBS check
- CCNA qualification minimum or equivalent demonstrable experience.
- Firewalls – Support and configuration
- Understanding of fibre / copper cabling, constraints, technologies, grades, distances, applications
- Switching – support and configuration of: L2, STP, MSTP, RSTP, PVST, 802.3ad, 802.3aq, 802.1x
- Ether channelling, Port Channels.
- Routing – support and configuration of HSRP / VRRP / IPv4 / IPv6 / OSPF
- Understanding of Port numbers, SNMP, DNS, DHCP
- Wireless infrastructure, Controllers, Aps
- Experience of Ticket Management applications
Benefits
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us!
- Health Club and Wellbeing Scheme
- Aro Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
- Hybrid working
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
network supportfirewalls configurationfibre cablingcopper cablingswitchingroutingEther channelingPort ChannelsSNMPDNS
Soft skills
customer servicequeue managementtime managementcommunicationproblem-solvingrelationship buildingadaptabilitydocumentationtechnical researchteam collaboration
Certifications
CCNAenhanced DBS check