SC Cleared 1st/2nd Line Engineer - Newport - £55 per hour Umbrella - CONTRACT

We are recruiting for a 2nd line Support Engineer - SC cleared minimum on contract to work on 12 hour shift patterns for our Defence client based in Newport.

The majority of the role is being Service Desk/Incident management and 2nd line support

Ideally we are looking for someone that is new into IT and is competent working on a Service Desk, taking calls and raising tickets etc

The NOC (Network) team provides Service, Support and Management capabilities to government sectors working under the Space Digital division of a Defence and Space organisation based in Newport on contract.

The responsibility of the NOC L2 Shift Service Engineer includes utilising people, process and tools from across the technical service disciplines and the service delivery area to support live service and the implementation of design change.

Responsibilities

• The NOC L2 Shift Service Engineer role is accountable for providing technical assistance and support to a variety of customers within the Customer Service Operation Centre.
• They will Provide an interface to other technical stakeholders within projects including On Site Engineers (OSE), Architects, other engineering disciplines and sub-contractors.
• Working a shift pattern, the role holder is required to response to design changes, raised incidents and problems. This will include analysis and planning but will require a strong focus on organising, delivering, monitoring and controlling elements within the reporting path and driving Continuous Service Improvements.
• Operating within the Service Desk escalation path the role is responsible for the delivery of multiple service elements and as such, it is critical that communication is fluent and can influence the decision-making process to achieve the desired goals. This includes managing expectations, perceptions and propagation of knowledge.
• A large portion of the role is focused on investigating issues, during which the role holder will regularly function as the technical point of contact for the NOC on behalf of the business to the wider community, including the customer and business partners, at times without direct support.
• The team is the single point of contact for technical conference bridge calls, which are arranged to resolve Incidents 24/7. This would include acting as the NOC liaison with other technical groups, from Architects through to 1st line support on 3rd party applications and hardware.

Skill Set

Essential

• Knowledge in Networking, with an understanding of other technologies, such as Windows and ITSM ticketing tools

Desirable

• CCNA Network Accreditation or knowledge and understanding of Cisco Networks
• Work a shift role consisting of 12 hour day/night shifts over a 4/5 day/night pattern and required to work on bank holidays including Christmas/New Year period
• in summary the key elements are: High level technical service delivery, interpretation & analysis of raw technical data and Stakeholder Engagement.

CCNA (Cisco Certified Network Associate) or CCNP