NOC Analyst

The NOC Analyst provides 1stline support to CAE’s customer base 24×7.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:

  • Provide 1st line support within CAE’s NOC function including:
  • Provide first class customer service to all stakeholders
  • 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 LogicMonitor
  • 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 LogicMonitor or similar monitoring platforms.
  • Experience working 24×7 shifts
  • 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.
CAE Recruitment
CAE Recruitment
jobs@thisiscae.com