Network Operations Centre Engineer

15 hours ago

Cheltenham, Gloucestershire, United Kingdom Commercial Group Full time
1st Line Engineer Job Description

A fantastic opportunity has become available for a skilled 1st Line Engineer to join our team within the Network Operations Centre. As a 1st Line Engineer, you will be the first point of contact for customers raising support tickets, mainly via telephone or email.

Key Responsibilities:
  • Provide 1st/2nd line support to clients via phone, email, and remote sessions as part of a shift rotation.
  • Maintain 1st line support tickets correctly and keep the customer updated with progress every day.
  • Monitor 1st line support ticket queue ensuring incidents are actioned before SLA.
  • Flag high priority/urgent issues to the 1st Line Team Leader.
  • Perform proactive maintenance using our in-house monitoring system.
  • Follow IT procedures, e.g., ITIL, and strictly comply with our policies.
Requirements:
  • Proven experience of supporting existing desktop/server infrastructures.
  • Experience of working in a busy helpdesk environment.
  • Fault analysis, management, and prioritisation skills are required to ensure all issues are resolved based on criticality for all our customers as well as meeting the contracted SLA.
Technical Skills:
  • Windows Server 2012, 2016, & 2022.
  • Windows 10 & 11 Operating Systems.
  • Exchange and/or Microsoft Office 365, Intune.
  • Active Directory, DHCP, DNS, Group Policy, WDS, and WSUS.
  • Hypervisor technologies (VMware ESXi/Microsoft Hyper-V).
  • TCP/IP, Routing, VPN, and Firewall configuration (Sophos & Fortigate).
  • Antivirus Software (Sophos).
Benefits:
  • An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs.
  • Hybrid working structure with the flexibility to work from home for part of the week.
  • A generous holiday allowance of 25 days plus bank holidays, which increases with length of service.
  • An enhanced family leave package to support you and your growing family.
  • Life Insurance that offers a payment equivalent to four times your annual salary.
  • Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy.
  • We have partnered with Charles Cameron to offer free mortgage advice and education services to all of our employees.

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