Job Description
Job title 1st Line French Speaking NOC Engineer
Reports to NOC Manager
Based at Evolve Head office, Wigan
Summary
The Company has been established for 18 years and works in the Telecommunications sector. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.
The Company is experiencing sustained growth and the 1st Line NOC Engineer role is to provide a dedicated support to the Company’s clients on a 9-5 basis.
This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly, are configured, and maintained so that through their lifecycle they operate in a robust and effective way for the business.
Hours of Work
Monday to Friday 9.00am to 5.00pm
Key Objective, Principal Responsibilities & Accountabilities
With guidance and support from the Shift and NOC managers:
* Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team
* Identify and investigate problems to diagnose underlying causes and help customers to recover and continue operation
* For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
* Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily
* Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
Qualifications
* Fluent Business Level French language competancy
* Maths, English and ICT skills and experience with Word and Excel
Skills & Experience
* Have experience of a working within a Network environment or Support Desk
* Good attention to detail
* Organised and able to prioritise tasks
* Excellent communication skills with a professional telephone manner
* Ability to demonstrate a practical approach when faced with problems or challenges
* Must be committed and willing to learn
* Enthusiastic and Self-Motivated
* Excellent timekeeping, reliable and trustworthy