24/7 NOC Engineer

03 April 20242024-04-03
Dorking, Surrey
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24/7 NOC Engineer

Dorking, Surrey

4 Nights  4 off, 4 Nights, 4 off (start / finish times 19:00 – 07:00)


Salary will likely be £32k with a shift allowance (up to £8k)


Salary: £32-40k (£32k basic plus 8k shift allowance)

Our client is a prominent technology and communications provider. Committed to innovation and reliability, they offer a wide range of advanced solutions to empower businesses in the digital age. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support. With a customer-centric approach.

Role Overview

Key Responsibilities

  1. Supporting the Customer
  • Picking up and managing tickets from a PSA application until closure.
  • Identify where tools, processes and systems are impacting closure rates.
  • Discussing any problematic tickets with peers and line management with handover to day/night shift.
  • Keeping the customer and ticket updated with developments and fix plans.
  • Handle escalated calls from day/night shift.
  • Handling calls coming in out of hours, gathering information and escalating where necessary
  • Administer and maintain customer infrastructure, including Active Directory, LAN, Internet access, firewalls and Exchange 2010 and above
  • Manage and maintain customer Backup solution including Commvault, Veeam and Ahsay
  • Administer customer Hypervisors Hyper-V 2012 R2 and above and VMware vSphere 5.0 and above Infrastructures including EMC, SAN and Datacore
  • Monitoring customer network equipment and elements with a variety of models of routers, firewalls, modems and other elements in including WANs, circuits, VPNs
  • Supporting the customer base with a varied range of technologies including desktop support, E-mail, connectivity, printers, telephone systems, anti-virus, remote desktop sessions, lines, MS365, Azure, active directory & 3rd party applications.
  • Troubleshoot server and network performance Monitoring System to ensure any necessary action taken that needs to be.
  • Monitoring and actioning vulnerability alerts
  • Administer and maintain datacenter hardware and equipment including firewalls, JBODs, switches, IPMI and iDracs
  • Troubleshooting incidents with on site hardware including NASs, UPSs
  • Management of relationships with third parties for any escalated tickets
  • Keep operational documentation up-to-date
  • Research, recommend and plan infrastructure system
  1. Achieving SLA targets
  • Working within your team to ensure all tickets are actioned within SLA.
  • Monitored activity through various ticket reporting tools.
  • You will be expected to meet or exceed customer expectations with regards to the SLA.
  1. Customer Satisfaction
  • Ensure that the customer is satisfied with the outcome & with their experience of AdEPT.
  • You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.
  • When required provide information to the service delivery teams and account mangers by providing information about ongoing tickets and reports relating to customers history.
  1. Documentation & Information
  • By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems, networks and processes
  • Accuracy and detail are key to effective documentation, It is expected that all relevant documentation will be completed for each ticket worked.
  • All tickets need to accurately reflect current status and must be closed once work activities to address the issue are complete.
  1. Supporting the Service desk day/night team
  • Working on issues escalated by the day/night shift, ensuring you maintain the documentation and communication for the issue.
  • Identifying when business critical IT services are impacted and adjusting the ticket priority accordingly.
  • Working within your team to identify the fix and any underling issues that could cause repeat issues. Report this to the Service Desk Manager for review.
  • Communicate any ongoing issues to relevant teams including the day/night shift engineers to ensure no time is wasted on repeat troubleshooting.
  • Provide feedback to Service Desk Manager on issues that have been escalated including documented fixes for use by the other engineers.
  1. Monitoring Customers
  • Use the tools provided to monitor customers environments.
  • Respond to alerts within SLA to ensure service uptime
  • Work with the senior engineers from other service desks to tweak and tune the monitor polices if required.
  • Adjust the ticket priority according to the severity of the issue.
  • Keeping the customer and ticket updated.
  • Hand over to day/night shift any outstanding issue.
  1. Backup and Disaster recovery
  • Responding to backup monitoring tickets to ensure successful backups have been taken based on the customers schedules.
  • Fix any issues with backup errors or failures.
  • Raising cases with 3rd party backup vendors for supported products.
  • Executing disaster recovery plans if required by customer within the SLAs provided.
  1. Liaising with 3rd party suppliers
  • When required raising cases with 3rd party vendors for supported products.
  • Ensure regular updates to the tickets to meet SLA requirements.
  • Where required arrange access to sites or servers for further support.
  • Provide full and clear documentation of the issues to allow for the quickest support.
  • Report progress of ongoing cases to Service Desk Manager.
  • Escalate case with supplier when required.

Report and document any action carried out by the 3rd party.