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24/7 Noc Shift Lead

3 months ago

Glasgow, Glasgow City, United Kingdom Capita Full time

Job title:

24/7 NOC Shift Lead

About the role:

This is a predominantly night shift role with hours of work being 7pm-7am however there will be a requirement to cover the day shift team working hours 7am-7pm every few weeks.

What you'll be doing:

  • Be the first point of escalation for customer generated calls
  • Log faults and service requests on our Remedy system, carry out initial diagnostics and look to resolve 95+% of all faults and requests.
  • Work within strict SLA's to provide our customers with a timely resolution.
  • Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
  • Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly
  • Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco and Adtran)
  • Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our thirdparty suppliers' systems.
  • Liaise with 3rd party engineers/SMCs on the phone to work towards fault resolution
  • Provide support and carry out remote configurations and link checks for our field engineers
  • Actively monitor the networks using our network monitoring system Solarwinds

What we're looking for:

  • Proven customer service/helpdesk/NOC experience
  • Background in supporting enterprise networks ideally holding or working towards Cisco CCNA qualification or able to demonstrate equivalent experience
  • Experience dealing with 3 rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range to technologies and services
  • Proven knowledge if working in an ITIL service environment and adhering to strict SLA's
  • Ability to deliver consistent performance in a highpressure environment with excellent attention to detail
  • Excellent communication skills
  • Security Cleared or ability to achieve Security Clearance

About Capita TSS
Capita is a consulting, transformation and digital services business. We provide innovative solutions to help businesses and the public sector operate effectively and efficiently whilst transforming customer and citizen experience

What's in it for you?

  • A competitive basic salary
  • 23 days' holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two plenty more
  • Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising, to health & wellbeing, travel and technology
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you'll do next:

Location:

Glasgow
,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent