NOC Tier 1 Engineer

24 hours ago

Bolton, Bolton, United Kingdom Intercity Technology Full time


Join Our Team as a NOC Tier 1 Engineer

Intercity Technology is seeking a dedicated and customer-focused NOC Tier 1 Engineer to join our dynamic team located in our Bolton office. Your role will encompass a range of first-line services, including initial customer contact and ongoing service management through to closure. You will utilise Intercity and third-party systems 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.

Key Responsibilities As a NOC Tier 1 Engineer
  • Customer Support: Provide first contact telephone and email reception in support of ISOC delivered services.
  • Service Management: Follow agreed triage, incident, and service request procedures in accordance with prescribed standards and service levels.
  • System Utilisation: Utilise and manage Intercity ticketing system and other third-party systems to fulfil service requirements.
  • Independent Work: Work without continuous supervision and provide professional support services to Intercity customers.
  • Reporting: Assist in preparing internal and/or customer-facing reports.
  • Information Gathering: Use the internet and other sources of information as required to progress service delivery.
  • 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: Recommend improvements to Intercity services and service quality.
  • Vendor Solutions: Become an Intercity champion for key vendor solutions, including CheckPoint and Cyglass, triaging incidents/requests/changes through to implementation or remediation. Lead vendor communication and ensure regular updates are sent to customers, maintaining SLA compliance.


Education and Qualifications:
  • IT Degree is desirable.
  • Check Point, Juniper, Cisco, Extreme, Aruba, Exinda accreditation is desirable.


Experience and Knowledge:
  • A minimum of one year's recent experience working in a technical help desk or IT service desk role.
  • Familiarity with key IT concepts and commonly used terminology.
  • Previous ITIL experience is desirable.
  • Previous customer service training is desirable.
  • Experience with shift working, including unsociable hours, is desirable.


Competencies and Skills:
  • Excellent interpersonal, written, and verbal communication skills.
  • Ability to work under pressure, multitask between simultaneous events, and respond to deadlines.
  • Flexible, tenacious, highly self-motivated, and committed to achieving goals.


Full training will be provided on Core Intercity Products, and a Team Leader will work with the successful candidate to plan career progression and the training/experience required.

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 You

About Us

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't all about tech. It's 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 really proud of our achievements so far:

  • Customer Net Promoter Score of +92
  • Gold Award Investors in People Accreditation
  • Employer of the Year British Business Excellence Award 
  • Gold Eco Vadis rating -  Among the Top 3% of Companies for Sustainability Performance

We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We're proud to be 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.


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