At a Glance
- Tasks: Provide 1st line support and troubleshoot IT issues in a dynamic environment.
- Company: Join a leading tech company focused on customer satisfaction and innovation.
- Benefits: Gain valuable experience, develop technical skills, and enjoy a supportive team culture.
- Other info: Perfect for those seeking a fast-paced role with growth opportunities.
- Why this job: Be at the forefront of technology while helping customers solve real problems.
- Qualifications: Strong communication skills and a passion for technology are essential.
The predicted salary is between 31500 - 38500 £ per year.
Job Description
The NOC Analyst provides 1st line support to CAE’s customer base 24x7.
Central to the NOC operation, excellent technical skills should be combined with first class customer services.
As a NOC Analyst you will need to be highly organised, disciplined and adaptable with excellent communication skills.
You must be willing to get stuck in with day-to-day operational tasks, handle high volumes of work and run multiple work streams.
In addition to this you must
- Be able to adapt your communication style to the audience you are presented with
- Demonstrate the ability to build cross-departmental relationships (sales etc.)
- Be passionate about the technology that you support
- Have a keen eye for detail and observational skills
- Be able to work to deadlines
- Be confident and approachable
- Key Performance Indicators
- Responding to all stakeholder within strict SLAs
- First time fix ratios
- % utilisation
- Proactive updating of all assigned tickets
- Call Resolution
- Customer Satisfaction (Team and Individual)
Duties and Responsibilities
P rovide 1st line support within CAE’s NOC function including
- Provide first class customer service to all stakeholder
Provide 1st line IT support as required
- Call Ownership – Ticket Creation, Update, Closure
- Understanding of IP networking with a focus towards Cisco environments and devices
- Troubleshooting, diagnosis and resolution of IT problems (could include being dispatched to a customer site)
- Troubleshooting, diagnosis and resolution of router/switch/firewall technologies
- Monitoring of customer networks/estates via Logic Monitor
- Liaison with internal and external stakeholders
- Liaison with 3rd party suppliers
- Update documentation
- Call escalation
Qualifications/Skills
- Exemplary Communication Skills
- Ability to troubleshoot incidents and fulfil service requests.
- Working closely with 2nd and 3rd line engineers to resolve customer issues.
- Experience with Logic Monitor or similar monitoring platforms.
- Proactive and responsive nature
- Desire to deliver first class customer service
- Awareness of Systems and Networking architectures
- Willing to follow, improve and devise processes and procedures
- Awareness of Health and Safety in the Work Place
- Cisco/Palo Alto hands on experience.
- Desired
- Cisco CCNA
- 2 years previous experience of working in a NOC
- Previous experience of working for a Managed Service Provider
This role would suit a person with experience of working within a network operation centre or someone who would like to challenge themselves within a fast paced and dynamic environment.
You will have excellent communication skills, both written and verbal.
Experience of working within an MSP or reseller will be valuable, but not essential if you are looking for a challenge.
NOC Analyst in Watford employer: CAE Technology Services Limited
At CAE, we pride ourselves on being an exceptional employer, offering a dynamic work environment for NOC Analysts in a fast-paced setting. Our commitment to employee growth is evident through continuous training opportunities and a culture that values collaboration and innovation. With a focus on first-class customer service and cutting-edge technology, our team enjoys a supportive atmosphere that encourages adaptability and excellence.
Contact Details:
CAE Technology Services Limited Recruitment Team
