IT Technician / Helpdesk Analyst / First Line Support NOC Engineer

AWD online; Colgate; Hybrid; GBP 23,000; Full time

Job description

IT Technician / Helpdesk Analyst / First Line Support NOC Engineer who has a strong enthusiasm for technology and eager to develop a career in IT with excellent customer service skills is required for a well-established award-winning cloud solutions company based in Colgate, Horsham, West Sussex.

NO EXPERIENCE REQUIRED - ADDITIONAL TRAINING WILL BE PROVIDED

Ideally you will have an IT background, with an awareness of ITIL, Networking technologies and associated software applications. If not, don’t worry as the company will provide additional training and support. However, you will need a strong enthusiasm for technology and a willingness to learn.

SALARY: £23,000 per annum + £2,000 per annum Shift Allowance + Generous Benefits (see below)

LOCATION: Hybrid Working from Home and the office in Colgate, Horsham, West Sussex

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37 hours a week 7am - 1am (7.5 hours shift pattern) Monday to Sunday, 5 day weeks. In the future the role will become a 24/7 position, and the contract will reflect this. At the point of the start of the 24/7 shift rota an additional consideration will be paid for the shift pattern.

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Technician / Helpdesk Analyst / First Line Support NOC Engineer who has a strong enthusiasm for technology and eager to develop a career in IT with excellent customer service skills.

Working as an IT Technician / Helpdesk Analyst / First Line Support NOC Engineer your primary focus will be to provide 1st line support to customers. As the first point of contact within the Network Operating Centre you will employ your interpersonal skills combined with technical knowledge to help resolve or escalate customer issues.

This job would be perfect for someone with experience within a similar role looking for a new challenge but also presents itself as a fantastic opportunity for someone looking for a break into the IT industry. With focus on connectivity and networking, you will be fully supported and trained to gain the knowledge and skills required to reach your potential within this role, opening doors for progression within the expanding company.

As a successful candidate you will join an award-winning company as an IT Technician / Helpdesk Analyst / First Line Support NOC Engineer that supports the needs of 2,500 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. The company consults with their customers to design solutions that complement their in-house IT structures, taking complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

The business has a strong company culture enjoyed by 500 staff and was ranked as a 2 star accredited outstanding company to work for in the Best Companies to work for awards 2023.

APPLY TODAY

If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.

DUTIES

Your duties as an IT Technician / Helpdesk Analyst / First Line Support NOC Engineer include:

• First point of contact for support enquiries within the Network Operations Centre by phone, email and client portal
• Responsible for working within the support team and escalating problems to the necessary engineers. Logging details of faults in our ticketing system, diagnosing and resolving faults
• Coordinating tests and troubleshooting with clients to resolve technical faults
• Liaising with vendors, suppliers and partners to resolve technical faults
• Keeping clients well informed on progress of support tickets, by phone and email
• Reaching resolution of incidents within SLA and to the quality standards
• Providing occasional remote hands assistance to customers or our Network Operations team at customer site or at the company’s datacentres

CANDIDATE REQUIREMENTS

ESSENTIAL

• Demonstrates excellent written and verbal communication skills
• Demonstrates good organisational skills
• Has a strong enthusiasm for technology and delivering world class customer service
• Is a strong team player

DESIRABLE

• Awareness of OSI model
• Awareness of ITIL framework
• Awareness of WAN/MPLS technologies
• Experience working within a service desk environment
• Experience with working with ISP suppliers
• Knowledge of BT infrastructure, support processes and systems

BENEFITS

• Subsidised Health and subsidised dental care
• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Sodexo Discount Platform
• Breakfast and refreshments on working days
• Pension contribution- 5% company contribution
• Generous Holiday Entitlement
• One day off for Birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13257