Job Title: NOC Engineer (24/7 shifts)
Location: Home (UK)
Salary: £33,000 - £35,000 + 20% shift allowance
Contract type: Permanent
#LI-Hybrid
About the role
We have an exciting opportunity to join our NOC team here at ARO.
Working from home, you will be a part of a 4 on 4 off rota, working 12 hour shifts between 7am and 7pm and 7pm and 7am.
This position sits on the ARO Services Team of the Cloud, Cyber, and IT (CCIT) Business Unit, reporting to the NOC Team Lead. The ARO Services function oversees both Professional and Managed Services across all technical domains.
ARO NOC Engineers are responsible for the efficient and reliable support of our Customer’s critical network infrastructure, through responding to alerts, proactive monitoring, network troubleshooting and Incident resolution to ensure maximum possible service availability and performance. Also responsible for Network changes, patching and maintenance. They are the primary point of contact at Arrow for Network Operation Centre queries from 3rd parties, internal escalations from the service desk, and other company stakeholders.
What you’ll do
- Be responsible for assisting the customer with their questions about supported network infrastructures and platforms to the best of his/her ability, in a customer facing, professional and courteous manner.
- Be the main point of contact for escalation for multi-user network issues and escalations from Service Desk Analysts where they’ve not been able to resolve an issue.
- Responsible for queue and time management.
- Responsible for proactive monitoring and remediation of customer network infrastructures.Establish clear escalation paths for all network-related queries. Creation of action plans with communication to clients for problem tickets.
- Assisting project delivery engineers with design and remote implementation of network projects.
- Produce and update documentation and network diagrams.
- Technical research using a variety of manuals and resources including the internet and internal knowledge base.
- Log information in tickets to accurately reflect calls received, where required and maintain detailed and accurate records.
- Interpret instructions, issues arising, and implement actions according to administrative policies and procedures.
- Communicate and liaise verbally and in writing between customers / suppliers / visitors / enquirers and relevant staff, respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions.
- Establish and maintain effective working relationships with co-workers, supervisors and customers.
- Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willing to learn as he/she progresses in the position and as faced with new questions and situations.
- Keeping abreast of current IT and solution trends, technologies, system information, problems, changes and updates relevant to Arrow’s user community.
- Travelling to customer sites may be required.
