1st Line NOC Engineer

Location:

Hemel Hempstead

Report to:

NOC Duty Manager

Salary:

Up to £25,000 depending on experience + shift allowance

Hours:

37 hours per week, 7am - 1am (7.5 hours shift pattern) Monday to Sunday, 5 day weeks

Company Overview

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £68m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 85 for June 2022. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 310 staff and was ranked as outstanding in the Sunday Times Best Companies to work for awards 2021 and in the top 50 Technology companies to work for in the UK.

FluidOne supports the needs of 1,350 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Focusing on mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Roy Hastings and CRO Brendan Lynch, the management team is backed by Livingbridge to support their ambitious long-term strategy.

Full Job Specification

Your primary focus will be to provide 1 st line support to FluidOne’s customer base. As the
first point of contact within our 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 our expanding company.

Client Support:

  • First point of contact for support enquiries within FluidOne’s 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
    demanded by FluidOne’s policies
  • Providing occasional remote hands assistance to customers or our Network
    Operations team at customer site or at FluidOne datacentres

General:

  • Ensuring all tasks are completed in a timely manner and within defined KPIs,
    OLAs and SLAs
  • Upholding FluidOne’s Service Teams Unified Service Standards
  • Adhering to quality communication standards defined by FluidOne
  • Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses
  • Undertaking any other duties deemed suitable by management
  • Maintaining job related training as required by management

Experience / Qualifications

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 after probationary period:

  • Subsidised Health and subsidised dental care
  • Employee Assistance programme (EAP)
  • Life assurance (3 x salary)
  • Sodexo Discount Platform
  • FluidOne 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:

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital
status, ethnic origin, disability, religion, sexual orientation or age.

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