NSOC Engineer

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Job Description

Job Description

NSOC Engineer

eCom Solutions are looking for a strong NSOC engineer to help drive growth within our MSP area. The successful candidate will act as a point of escalation for junior team members and will work with senior management to provide continuous measurement and service improvement of the Managed Service offering

 Role Requirements

  • Provide skilled front-line Phone, Email and Chat support to business customers for Security, Switching, Routing, Wireless and collaboration solutions.
  • Act as a second line escalation point for junior team members.
  • Manage a queue of varied customer tickets bringing each to a mutually satisfactory resolution, which can also include utilising other departments or tiers of support.
  • Ensure tickets are resolved within the required KPI/SLA
  • Adapt to the technical level of the customer in order to best facilitate effective communication of solutions or guidance in ongoing troubleshooting.
  • Must be flexible, adaptive, and able to follow and contribute to potential directional changes a dynamic business and support structure.
  • Exceed customer satisfaction, phone, productivity and other individual and team targets.
  • Follow up with external vendors for Remote Site Access, Network Device Returns, Shipments of inventory, etc.
  • Continuous process improvement, updating documentation on process and procedures and introducing innovative ideas to improve service and efficiency.
  • Ability to compile and present reports to management detailing KPI figures.

Required certifications and experience level

  • CCNP/ NSE4 or (NSE4/ CCNA)
  • Previous exposure to Voice and Wireless technologies
  • Previous experience in a busy NSOC/NOC environment to include exposure to service desk systems.

Key Skills required

  • Excellent communication skills (verbal and written).
  • Ability to multitask and adapt to changing priorities.
  • Capable of managing a high volume of tickets, high pressure, and short timelines.
  • Be highly collaborative.
  • Attention to detail essential.
  • Have strong MS Office skills.
  • Able to apply critical thinking and be resourceful and proactive when solving problems.         
Apply via LinkedIn
  • Salary: 30000 - 35000
  • Location:Ballycoolen, Dublin 15
  • Type:Permanent
  • Category:Technology & IT
  • Ref.no:JO-2001-444011_2