24/7 NOC Engineer

24/7 NOC Engineer

Dorking, Surrey

4 Nights 4 off, 4 Nights, 4 off (start / finish times 19:00 - 07:00)

Salary will likely be £32k with a shift allowance (up to £8k)

Salary: £32-40k (£32k basic plus 8k shift allowance)

Our client is a prominent technology and communications provider. Committed to innovation and reliability, they offer a wide range of advanced solutions to empower businesses in the digital age. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support. With a customer-centric approach.

Role Overview

Key Responsibilities

1. Supporting the Customer

• Picking up and managing tickets from a PSA application until closure.
• Identify where tools, processes and systems are impacting closure rates.
• Discussing any problematic tickets with peers and line management with handover to day/night shift.
• Keeping the customer and ticket updated with developments and fix plans.
• Handle escalated calls from day/night shift.
• Handling calls coming in out of hours, gathering information and escalating where necessary
• Administer and maintain customer infrastructure, including Active Directory, LAN, Internet access, firewalls and Exchange 2010 and above
• Manage and maintain customer Backup solution including Commvault, Veeam and Ahsay
• Administer customer Hypervisors Hyper-V 2012 R2 and above and VMware vSphere 5.0 and above Infrastructures including EMC, SAN and Datacore
• Monitoring customer network equipment and elements with a variety of models of routers, firewalls, modems and other elements in including WANs, circuits, VPNs
• Supporting the customer base with a varied range of technologies including desktop support, E-mail, connectivity, printers, telephone systems, anti-virus, remote desktop sessions, lines, MS365, Azure, active directory & 3rd party applications.
• Troubleshoot server and network performance Monitoring System to ensure any necessary action taken that needs to be.
• Monitoring and actioning vulnerability alerts
• Administer and maintain datacenter hardware and equipment including firewalls, JBODs, switches, IPMI and iDracs
• Troubleshooting incidents with on site hardware including NASs, UPSs
• Management of relationships with third parties for any escalated tickets
• Keep operational documentation up-to-date
• Research, recommend and plan infrastructure system

1. Achieving SLA targets

• Working within your team to ensure all tickets are actioned within SLA.
• Monitored activity through various ticket reporting tools.
• You will be expected to meet or exceed customer expectations with regards to the SLA.

1. Customer Satisfaction

• Ensure that the customer is satisfied with the outcome & with their experience of AdEPT.
• You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.
• When required provide information to the service delivery teams and account mangers by providing information about ongoing tickets and reports relating to customers history.

1. Documentation & Information

• By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems, networks and processes
• Accuracy and detail are key to effective documentation, It is expected that all relevant documentation will be completed for each ticket worked.
• All tickets need to accurately reflect current status and must be closed once work activities to address the issue are complete.

1. Supporting the Service desk day/night team

• Working on issues escalated by the day/night shift, ensuring you maintain the documentation and communication for the issue.
• Identifying when business critical IT services are impacted and adjusting the ticket priority accordingly.
• Working within your team to identify the fix and any underling issues that could cause repeat issues. Report this to the Service Desk Manager for review.
• Communicate any ongoing issues to relevant teams including the day/night shift engineers to ensure no time is wasted on repeat troubleshooting.
• Provide feedback to Service Desk Manager on issues that have been escalated including documented fixes for use by the other engineers.

1. Monitoring Customers

• Use the tools provided to monitor customers environments.
• Respond to alerts within SLA to ensure service uptime
• Work with the senior engineers from other service desks to tweak and tune the monitor polices if required.
• Adjust the ticket priority according to the severity of the issue.
• Keeping the customer and ticket updated.
• Hand over to day/night shift any outstanding issue.

1. Backup and Disaster recovery

• Responding to backup monitoring tickets to ensure successful backups have been taken based on the customers schedules.
• Fix any issues with backup errors or failures.
• Raising cases with 3rd party backup vendors for supported products.
• Executing disaster recovery plans if required by customer within the SLAs provided.

1. Liaising with 3rd party suppliers

• When required raising cases with 3rd party vendors for supported products.
• Ensure regular updates to the tickets to meet SLA requirements.
• Where required arrange access to sites or servers for further support.
• Provide full and clear documentation of the issues to allow for the quickest support.
• Report progress of ongoing cases to Service Desk Manager.
• Escalate case with supplier when required.

Report and document any action carried out by the 3rd party.