Monitor and acknowledge network events, security events and internal system
Support all first level interaction with our customer base, open tickets and track as needed
Manage escalation based on skills matrix, across exchange, internal services, member issues and security functions
Assist with on-site member requests, e.g., taking light levels, checking fibres/cabling and internal systems hands and eyes issues
Manage and monitor ticket queues and make sure that everything is up to date based on queue management procedures
Monitor before and after all internal and exchange maintenances and third party planned works. Support maintenance work where needed
Perform minor internal systems and exchange maintenances, including software upgrades
Make sure inventory is up to date by cross checking between inventory system and equipment systematically
Maintain documentation of processes and procedures used in the NOC, working closely with the NOC manager to improve operations and service quality
Testing of operations tools and software as developed by the software engineering team
Monitoring technology group email role accounts (such as: support@, abuse@, noc@) and responding in a timely and appropriate manner
Support for colo access and remote hands in the datacentres
Continual development of knowledge and skills in internal system, security and core LAN networks
Participating in a 24x7 rota
Any other duties required for the overall operation of the business
Success Factors:
Service quality
Fixed first level percentage
Queue management
Time to respond
Time to fix
Pre-requisite Skills:
Good problem solving skills
Debugging/analytical skills
Good oral and written communication skills
Excellent team working skills
A good eye for detail and a desire to complete work to a high standard
Ability to “self-start”: to observe that work needs doing and perform it without being prompted or instructed, while remaining within your area of responsibility
Ability to multitask and good time management skills
Desire and ability to continuallly learn, in an instructor led enviroment, on the job and on own
Experience in a network/ISP or IT environment an advantage
Understanding and experience of Ethernet/Layer 2 switched Networks an advantage
K nowledge of IP routing protocols an advantage
Basic unix based systems experience an advantage
Basic scripting experience an advantage
Please Note:
This post will be on a 24x7 rota
You will be required to be security screened to BS7858:1996 standard
You are required to have the right to live and work in the UK
