Network Operations Centre Engineer

3 weeks ago


Cheltenham, Gloucestershire, United Kingdom Commercial Group Full time

A fantastic opportunity has become available for a skilled Network Operations Centre Engineer to join our team within Commercial Group. As a Helpdesk Support Specialist, you will be the first point of contact for customers raising support tickets, mainly via telephone or email. You will be responsible for monitoring and responding to tickets in the unassigned queue of our Helpdesk system within the Service Level Agreements.

  • 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.

Proven experience of supporting existing desktop/server infrastructures and must have 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.

We offer a competitive salary, 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, and other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more.



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